Presented By: A Case Study Presented by Calabrio, Inc.
Date: On Demand Available February 14th
As contact centers virtualize, they often have a variety of call center locations and remote agent locations across the globe. While virtualization has tremendous benefits, it increases the challenge of providing consistent quality service to customers. In this session, Calabrio will demonstrate how Getronics leveraged Quality Management in a virtual, IP-based contact center environment to measure and manage quality for agents across the globe. Calabrio will review Getronics physical environment, their business objectives, and the unique architecture that enabled them to implement quality recording reliably in an IP contact center environment.
This session will help attendees understand the challenges and success measures for quality management in an IP environment, including:
1. Understand the impact of virtualization on the quality process and the need to implement quality management to hit desired service and customer satisfaction levels
2. Learn how edge-architected quality management provides a more reliable, scalable solution for IP-based contact centers with fewer support hassles
3. Review the steps for success that enable global contact centers, such as Getronics, to meet their quality objectives and support their business goals
Sign in to Register and we will send you a link to the webcast on February 14th