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What you will learn
Our distinguished panelists discuss the initiatives and analytics that drive hyper performance and why you need to SEE what agents are doing, not just HEAR it.
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Uncovering root causes for poor agent performance, customer dissatisfaction, and process roadblocks
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Reinforcing and replicating best practices and effective software application use
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Correlating words and actions to optimize processes and achieve desired business outcomes
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Identifying employee proficiency issues for targeted improvements
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Providing next-best action opportunities to improve business productivity
Panelists:
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Heather Turbeville, EMERGE Global Membership Association for Excellence Advisory Board Member
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Brian Severson, OnviSource VP of Product Management
View the replay
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