Snapshot

To improve call centre resources scheduling, some organisations have implemented software agents to either improve users’ experience and/or reach the right expert at the right time. Organisations should assess the software agent maturity and determine which level should be reached to fulfil the business imperatives.

Log in and click the PDF above to download the 'Software Agents Maturity Model' infographics poster to discover:

  • 5 levels of software agent maturity
  • 9 qualifiers used to evaluate software agents
  • A self assessing approach to address software agent shortcomings