Which survey should be utilized to improve training focus for call center agents based on performance analysis?

The Action Planner survey is specifically designed to guide organizations in creating actionable plans based on performance insights. Utilizing this survey allows executives and managers to evaluate the effectiveness of training programs and pinpoint areas where call center agents may require additional support or development.

By examining various performance metrics outlined in this survey, teams can identify trends, such as common customer complaints or recurring issues that agents encounter, allowing them to tailor training more specifically to these needs. This targeted approach ensures that training sessions are relevant and impactful, ultimately fostering better performance and service quality among call center agents.

While other options like Satisfaction Reports provide insights into customer experiences and Dashboards offer visual representations of performance data, the Action Planner is particularly suited to developing strategic training initiatives based on quantitative and qualitative performance data. The Ranker may assist in comparing metrics, but it does not provide the focused guidance needed for training adjustments that the Action Planner does.