If a manager is reviewing agent performance to determine effect on customer retention, what analysis tool should they employ?

In this scenario, the ideal choice for analyzing agent performance in relation to customer retention is the Action Planner. The Action Planner is designed to formulate actionable strategies based on performance data. It allows managers to not only review metrics but also assess how specific actions taken by agents affect customer retention. By utilizing this tool, a manager can dive deep into performance insights and derive recommendations for enhancing effectiveness, ultimately leading to improved customer retention rates.

The Action Planner goes beyond just reporting or visualizing performance data; it emphasizes actionable insights that can be implemented to improve agent performance, which directly ties into enhancing customer loyalty and retention.