Presented By: John Hird, VP Product Marketing and Donna Fluss, founder and President, DMG Consulting
On Demand: Live Date February 08
Call Center managers are always challenged to provide services that lead to increased customer satisfaction and increased revenues, while performing these activities more efficiently and at lower costs. These challenges are further amplified in the current economic environment. Monitoring and organizing interactions using Workforce optimization techniques helps to identify whether or not interactions are handled properly.
Call centers must consider solutions interrelated to their WFO that proactively work “for” the agent so they can get the most out of agent time and talents, and improve their ability to perform efficiently. Attend this webcast to learn how to:
•Prevent costly mistakes before they occur
•Significantly reduce agent training time and costs - make every agent a “top performing” agent
•Reduce call duration and resolution time
•Turn agents into “Universal Agents” to deliver a uniform customer experience throughout your distributed call centers or remote agents
•Automatically improve compliance and quality during calls, rather than evaluating them afterward
•Facilitate call center virtualization
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