Presented By: Donna Fluss, DMG Consulting; Ralph Barletta, Knoahsoft
On Demand - Live Date: March 2008Join KnoahSoft for the Part 1 of a 3 part series on best practices in agent performance management techniques and technologies. In this introduction you will hear from Industry experts on what the current trends are in driving efficient, effective, and affordable multi-channel contact centers. Specifically we will look at the use of external surveying to get customer driven feedback, which when combined with internally driven quality surveys drives innovative coaching techniques. We will also examine the trends in speech analytics to support better selection of recordings for review and compliance with high level procedures. This discussion will be focused around a real world case study.
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