Presented By: Ralph Barletta, President, KnoahSoft Inc. and Donna Fluss, President, DMG Consulting
On Demand - Live Date April 2008
In this second of a three part series on Agent Performance Management, industry experts Donna Fluss and Ralph Barletta lay out the specific best practices contact centers must engage to improve the quality evaluation process of multi-channel contact centers. Specifically, they address how these best practices support the selection of the best calls to review, more efficient approaches to scoring calls across multiple forms and channels, and more effective approaches to deliver targeted feedback to the agent in the review.