Presented By: Lee Magnus, VP Business Development, e-Glue Business Technologies
On Demand Now
Business happens at the touch point where companies and customers interact. At the moment of truth, when companies and customers connect, your best opportunity to improve customer satisfaction and increase corporate profits emerges. As you know, preparing to be productive when the right moment comes requires systems like Performance Management, Training tools, Quality Monitoring applications and more. While these powerful tools help agents improve between calls, the real opportunity to generate value for the company, though, is measured in roughly sixty to ninety seconds, when the customer is on the line. This fleeting opportunity is the “moment of truth,” and the most effective companies manage it carefully.
In this session we explore new techniques and tools that are being used by top of the notch contact centers in order to maximize the results of each customer interaction. They use real time interaction management systems that incorporate business strategy (business rules, business objectives), insights from analytics and in-call data to help make better decisions. We use two case studies to better explain the use and benefits of these tools.
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