Live Webinar
The analytics that lead to hyper performance
The power to SEE what agents are doing, not just HEAR it.
Thursday, August 29th
10 am PT | 12 pm CT | 1 pm ET
PANELISTS
Heather Turbeville
OnviSource VP of Marketing
Brian Severson
OnviSource VP of Product Management
While most contact centers today at least listen to a sampling of calls to try to understand customer sentiment and agent adherence and compliance, this approach doesn’t provide a complete picture or answer the real questions about agent performance.
When you can SEE what agents are doing and HEAR what they are (or are not) saying, you can spot the real roadblocks that increase overall costs within your contact center and eat away at business revenue.
Join industry leaders as we tackle some of the most important topics facing leading BPOs and contact centers today.
-
Heather Turbeville, OnviSource VP of Marketing
-
Brian Severson, OnviSource VP of Product Management
What our experts will discuss:
Why you need to SEE what agents are doing, not just HEAR it.
-
Uncover root causes for poor agent performance, customer dissatisfaction, and process roadblocks
-
Reinforce and replicate best practices and effective software application use
-
Correlate words and actions to optimize processes and achieve desired business outcomes
-
Identify employee proficiency issues for targeted improvements
-
Provide next-best action opportunities to improve business productivity