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Agent Evaluations - The Cherry-Picking Dilemma

OpenText

Presented By: OpenText



Live Date: October 20, 2016. PLEASE SIGN IN TO LISTEN TO THE RECORDING.

Presented by Roger Lee, OpenText, WFO Software

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About the Webcast

Selecting which interactions to monitor is a choice that every contact center monitoring program makes.

Most coaching programs only barely reach a valid sample size, and even with the best intentions, agents often perceive interaction selection as a cherry-picking exercise designed to find more fault than praise. This is the cherry-picking dilemma. So how can quality monitoring programs target a “theme” such as upselling, empathy or script adherence without cherry picking the negative? How can a score be assigned to every interaction? Savvy QM leaders are taking the randomness out of their approach, establishing innovative best practices in analytics-driven scoring. Listen to this webinar and walk away with:

- Innovative ways to automate routine quality measurement
- Quantitative methods for measuring skills proficiency, script adherence and customer satisfaction drivers on all interactions
- Collaborative ways to share customer experience results with various parts of your organization and understand the true cost of agent script adherence and non-compliance

About the Presenters

Roger Lee, Principal Evangelist, OpenText Customer Experience Management (CEM)

Roger influences the overall strategic direction and product management for the OpenText™ Qfiniti integrated workforce optimization solution. In this capacity, he collaborates closely with customers, industry analysts, research and development, sales, and the senior management team to plan and implement the product roadmap. Roger has more than 20 years combined experience in finance, call center operations, information management systems, restaurant operations, payroll services and quality.