News & Events:

Agent Effectiveness to Enterprise Performance: The Evolution of Customer Service

Effective customer service delivery has its roots in agent performance. However, it has branched out to include contact center operational efficiency and enterprise agility in response to customer feedback and changing business requirements. To meet these changing needs, contact center optimization technology and methodology has evolved from an emphasis on the agent performance techniques required to deliver legendary customer experiences to the realization that to truly optimize performance, one must involve not only the agents, but the entire enterprise. Traditionally, quality monitoring and eLearning solutions have helped drive efficiencies at the agent level, these technologies coupled with workforce management, performance management and business intelligence can help enterprises achieve greater operational effectiveness.

Join Dave Pennington, director of product management, for a complimentary one-hour online event about the evolution of customer service from agent effectiveness to enterprise performance. At this Web event, you’ll learn:

• How to optimize the customer service cycle from agents to the enterprise using integrated workforce optimization
• Why agent effectiveness is critical to deliver legendary customer experiences
• Why workforce management, complemented by analytics solutions, is essential to build more efficient and effective schedules and forecasts that reduce costs and motivate agents
• How business intelligence and speech analytics can help you perform root cause analysis to improve customer satisfaction, predict customer churn, gain competitive intelligence and identify new revenue opportunities.