{"id":32606,"date":"2022-03-03T09:26:47","date_gmt":"2022-03-03T08:26:47","guid":{"rendered":"https:\/\/enreach.es\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/"},"modified":"2023-12-13T13:05:00","modified_gmt":"2023-12-13T12:05:00","slug":"how-to-select-the-best-agent-management-solutions-in-call-centers","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/","title":{"rendered":"How To Select The Best Agent Management Solutions In Call Centers?"},"content":{"rendered":"<p>In a recent report, Ventana Research concluded that \u201cthe pandemic created the circumstances for a complete re-evaluation of the tools and processes used in call centers to manage agents.\u201d<\/p>\n<p><strong>Many organizations are considering business improvement projects and software selection processes to enable changes driven by hybrid working, increased demand, and employee turnover<\/strong>. Therefore, <strong><a href=\"https:\/\/www.masvoz.net\/products\/cloud-contact-center\/\">selecting the right platforms and technology<\/a> is vital to the success of a modern business<\/strong>.<\/p>\n<h5><strong>How To Select The Best Agent Management Solutions In Call Centers?<\/strong><\/h5>\n<h5><strong>1) Carrying Out a Process To Evaluate Suppliers<\/strong><\/h5>\n<p>Ventana Research indicates that \u201cbusiness improvement efforts should be based on best practices that research shows quickly generate value.\u201d <strong>The analyst firm has developed what it calls the \u201cValue Index\u201d that can be used to evaluate business agent management systems and tools<\/strong>. In this sense, it advocates the use of the Index as part of a structured approach to ensure that the right decisions are made to obtain the required results.<\/p>\n<p>In its \u201cValue Index\u201d for agent management, Ventana Research evaluates the software in seven key categories, of which five are related to <strong>product experience<\/strong> (PX) and two cover <strong>customer experience<\/strong> (CX). These categories are:<\/p>\n<ul>\n<li>Usability.<\/li>\n<li>Adaptability.<\/li>\n<li>Manageability.<\/li>\n<li>Reliability.<\/li>\n<li>Ability.<\/li>\n<li>Supplier validation.<\/li>\n<li>Total cost of ownership and return on investment (TCO\/ROI).<\/li>\n<\/ul>\n<h5><strong>2) Integrating The Various Categories In The Selection Processes<\/strong><\/h5>\n<p>The Index categories are also useful for integrating the software selection process, as they can be weighted to match their importance to specific needs. In this way, <strong>solutions and vendors can be objectively evaluated and scored against common criteria to help drive a structured selection process<\/strong>. This step provides the necessary evaluation tools to move from a long list of vendors and solutions to a short list that can be further evaluated to make the final selection.<\/p>\n<h5><strong>An orderly, transparent and auditable selection can be useful for:<\/strong><\/h5>\n<ul>\n<li>Speed up the selection process itself.<\/li>\n<li>Reduce the cost of the process.<\/li>\n<li>Promote a common understanding throughout the organization.<\/li>\n<li>Provide criteria to measure success.<\/li>\n<\/ul>\n<h5><strong>3) Establishing a Framework For a Technology-Driven Business Improvement Project<\/strong><\/h5>\n<p>According to the report, there are eight steps that should constitute a technology-driven business improvement project. These include the importance of <strong>establishing technology evaluation criteria<\/strong> and how to <strong>select the right technology to meet a company&#8217;s specific business requirements more efficiently and accurately<\/strong>.<\/p>\n<p>In conclusion, daily operations call for a reevaluation of the tools and processes used in call centers for efficient agent management.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In a recent report, Ventana Research concluded that \u201cthe pandemic created the circumstances for a complete re-evaluation of the tools and processes used in call centers to manage agents.\u201d Many organizations are considering business improvement projects and software selection processes to enable changes driven by hybrid working, increased demand, and employee turnover. Therefore, selecting the&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/\" title=\"Read How To Select The Best Agent Management Solutions In Call Centers?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":32607,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[],"class_list":["post-32606","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How To Select The Best Agent Management Solutions In Call Centers? - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How To Select The Best Agent Management Solutions In Call Centers? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"In a recent report, Ventana Research concluded that \u201cthe pandemic created the circumstances for a complete re-evaluation of the tools and processes used in call centers to manage agents.\u201d Many organizations are considering business improvement projects and software selection processes to enable changes driven by hybrid working, increased demand, and employee turnover. Therefore, selecting the... Read more &raquo;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2022-03-03T08:26:47+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-12-13T12:05:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/imagen.post-030322-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"970\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Enreach\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Enreach\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/\"},\"author\":{\"name\":\"Enreach\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"headline\":\"How To Select The Best Agent Management Solutions In Call Centers?\",\"datePublished\":\"2022-03-03T08:26:47+00:00\",\"dateModified\":\"2023-12-13T12:05:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/\"},\"wordCount\":412,\"image\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/imagen.post-030322-1.jpg\",\"articleSection\":[\"Customer service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/\",\"url\":\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/\",\"name\":\"How To Select The Best Agent Management Solutions In Call Centers? - Enreach ES\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/imagen.post-030322-1.jpg\",\"datePublished\":\"2022-03-03T08:26:47+00:00\",\"dateModified\":\"2023-12-13T12:05:00+00:00\",\"author\":{\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"breadcrumb\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#primaryimage\",\"url\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/imagen.post-030322-1.jpg\",\"contentUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/imagen.post-030322-1.jpg\",\"width\":970,\"height\":630},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/enreach.es\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"How To Select The Best Agent Management Solutions In Call Centers?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/enreach.es\/#website\",\"url\":\"https:\/\/enreach.es\/\",\"name\":\"Enreach ES\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/enreach.es\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\",\"name\":\"Enreach\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"caption\":\"Enreach\"},\"sameAs\":[\"https:\/\/enreach.es\"],\"url\":\"https:\/\/enreach.es\/en\/blog\/author\/mk-admin\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"How To Select The Best Agent Management Solutions In Call Centers? - Enreach ES","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/","og_locale":"en_US","og_type":"article","og_title":"How To Select The Best Agent Management Solutions In Call Centers? - Enreach ES","og_description":"In a recent report, Ventana Research concluded that \u201cthe pandemic created the circumstances for a complete re-evaluation of the tools and processes used in call centers to manage agents.\u201d Many organizations are considering business improvement projects and software selection processes to enable changes driven by hybrid working, increased demand, and employee turnover. Therefore, selecting the... Read more &raquo;","og_url":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/","og_site_name":"Enreach ES","article_published_time":"2022-03-03T08:26:47+00:00","article_modified_time":"2023-12-13T12:05:00+00:00","og_image":[{"width":970,"height":630,"url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/imagen.post-030322-1.jpg","type":"image\/jpeg"}],"author":"Enreach","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Enreach","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#article","isPartOf":{"@id":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/"},"author":{"name":"Enreach","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"headline":"How To Select The Best Agent Management Solutions In Call Centers?","datePublished":"2022-03-03T08:26:47+00:00","dateModified":"2023-12-13T12:05:00+00:00","mainEntityOfPage":{"@id":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/"},"wordCount":412,"image":{"@id":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/imagen.post-030322-1.jpg","articleSection":["Customer service"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/","url":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/","name":"How To Select The Best Agent Management Solutions In Call Centers? - Enreach ES","isPartOf":{"@id":"https:\/\/enreach.es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#primaryimage"},"image":{"@id":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/imagen.post-030322-1.jpg","datePublished":"2022-03-03T08:26:47+00:00","dateModified":"2023-12-13T12:05:00+00:00","author":{"@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"breadcrumb":{"@id":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#primaryimage","url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/imagen.post-030322-1.jpg","contentUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/imagen.post-030322-1.jpg","width":970,"height":630},{"@type":"BreadcrumbList","@id":"https:\/\/enreach.es\/en\/blog\/how-to-select-the-best-agent-management-solutions-in-call-centers\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/enreach.es\/en\/"},{"@type":"ListItem","position":2,"name":"How To Select The Best Agent Management Solutions In Call Centers?"}]},{"@type":"WebSite","@id":"https:\/\/enreach.es\/#website","url":"https:\/\/enreach.es\/","name":"Enreach ES","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/enreach.es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3","name":"Enreach","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/enreach.es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","caption":"Enreach"},"sameAs":["https:\/\/enreach.es"],"url":"https:\/\/enreach.es\/en\/blog\/author\/mk-admin\/"}]}},"_links":{"self":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/32606","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/comments?post=32606"}],"version-history":[{"count":1,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/32606\/revisions"}],"predecessor-version":[{"id":45343,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/32606\/revisions\/45343"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/media\/32607"}],"wp:attachment":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/media?parent=32606"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/categories?post=32606"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/tags?post=32606"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}