Moderated By: CRMXchange; Presentations by Aspect, Enkata, Intradiem, and NICE
On Demand Date: May 2013
Meeting expectations for effective contact center operation requires the ability to hit a series of moving targets. You need to control labor costs while delivering world-class service on multiple channels. You must continue to drive increased first contact resolution while keeping AHT to a minimum. In addition, you need to find ways to manage and motivate better performance from front-line personnel, whether they’re on-premise, off-site or home-based.
According to DMG Consulting, The WFO market remains strong, even more than other contact center and IT sectors. Contact centers and enterprises alike are adopting WFO solutions for front-office and, increasingly, back-office use. WFO revenue increased by 9.2%, from $563.4 million to $615.4 million, between the first half of 2011 and 2012. This session will:
• Challenge you to take a more holistic look at your center, and devise a better approach by avoiding the top three workforce optimization myths that could be negatively impacting your contact center. You will learn how to better prepare agents to interact with customers, and how to empower them with knowledge to represent your brand and positively influence the customer experience.
• Discuss how increasing use of remote and work-at-home employees strains traditional management approaches. Explore how detailed visibility into employee work habits and performance differences can be used to overcome these challenges.”
• Implementing solutions to improve agent productivity, even during times they’re not interacting with customers
• Monitoring agent activity and availability, key performance indicators and accessing live call stats from multiple sites.
Learn to improve agent performance and to better understand your customer's behavior.
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