By SaddleTree Research
You have invested in speech analytics, coaching, training and quality monitoring programs, yet your best agents still outperform your average agents by 20-50%. Why? Learn more from the feature paper: “Enkata Desktop Analytics: Mining for Gold on the Agent Desktop” in which Paul Stockford of Saddletree Research explores how agent desktop activity can identify best practices for immediate performance gains.
You’ll learn:
• Why current approaches have not been able to paint an accurate picture of performance
• How agent desktop activity can provide a gold mine of data to uncover hidden productivity issues that drive handle time and hurt your bottom line
• How analyzing data from agent desktops can also expose system problems that effect productivity
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