Presented By: Roger Lee, Autonomy etalk Director Business Consulting
Live April 2007
Contact centers often define the success of their quality monitoring or compliance programs by the scores their agents achieve. What organizations sometimes fail to realize is that the wealth of business information that flows through the contact center is captured by these programs. If leveraged correctly, this information can be used for customer service improvement that is driven from all aspects of the business. Roger Lee, Autonomy etalk Director of Business Consulting, will give practical advice on how monitoring and structuring all communication channels can lead to improved customer satisfaction and process improvement initiatives throughout the business. In this webcast you will learn:
• Why a transformation is required for today’s contact center model
• How you can manage customer moments of truth
• What strategy articulation mapping is and why it can create value for your contact center
• The levels of maturity for a quality monitoring program
• How you can drive action in your business through data gathered in the contact center
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