By Mila D'Antonio, Managing Editor

Jon Anton, director of research at Purdue University's Center for Customer-Driven Quality, says when it comes to agent monitoring and coaching, most contact centers struggle.

He says they often take the easy way out by evaluating about only five agent calls per month. He's calling for a switch to a more comprehensive and immediate type of contact center agent evaluation that aligns customer feedback with agent performance.

In his latest research, "The Next Big Thing in Call Centers," Anton claims that most companies use a "traditional" model of evaluating agents, which randomly audits a set number of agents per month. This lacks real-time customer insight. Instead, he calls for a transition to an "emerging" model approach

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