Quality Management in the Contact Center:
Are you Listening to your Customers?
Thursday, February 25, 2016 2:00 PM - 3:00 PM ET / 11:00 AM - 12:00 PM PT
We all know the customer experience reigns supreme, but are your agents really listening to your customers? Best-in-class contact centers go above and beyond to ensure agents deliver efficient, memorable conversations, every time. Join us as we discuss how you can significantly enhance the overall customer experience with quality monitoring and real-time speech analytics.
During the webinar, you will learn:
- Strategies to improve efficiency by evaluating agents
- How to quickly identify training gaps and improve coaching
- Methods for reducing liability and maintaining compliance
- Tactics to boost agent skill levels, satisfaction, and retention
Featuring:
·
Top challenges influencing omni-channel success
·
Three steps to reduce service costs and improve
customer satisfaction
·
How to choose between specialized vs. blended
agents
2095 W. Pinnacle Peak Rd., Ste. 110, Phoenix, AZ 85027 | +1 602.789.2800
By clicking the 'Register' button, you submit your information to the webinar organizer, who will use it to communicate with you regarding this event and their other services.
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Nigel Olding Nigel has 20+ years’ experience in voice-orientated applications. As head of the Quality Management Suite, Nigel is responsible for understanding industry trends and bringing relevant product enhancements to market ensuring that the QMS Suite meets customer expectations and any changing market needs. |
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Konrad Kunze Konrad has worked in the realm of Speech Recognition and Speech Analytics for 8+ years. He brought the very first Real-Time Speech Analytics solution for call centers to the market and is now the Product Manager for Enghouse Interactive. |
