Presented By: Ralph Barletta, President, KnoahSoft and Magnus Geverts, President, Teleopti
On Demand Live Date: October 2010 

You pause to consider just how important contact center operations have become and in the blink of an eye you’ve seen the world change. Customer demands have become more complex, your boss expects you to protect customer relationships and you’re challenged to find the path to increasing agent utilization in your contact center.

Having a dynamic workforce management approach matched with an analytical quality program in your contact center is Priority #1. It’s the way you’ll achieve higher agent utilization, this year.

You will learn how to:

•Define ‘agent utilization’ and its underlying metrics
•Integrate proven scheduling techniques to get the most out of your staff – without burnout
•Identify key technologies which support automation of agent utilization
•Use multiple communication channels, including Chat, Email and Voice Mail to maximize agent utilization
•Implement quality and coaching strategies which improve agent productivity on each and every call
•Sustain high levels of agent utilization beyond peak periods

Your window of opportunity to make a difference in 2010 is closing fast. This webinar will help you make a difference, right away. Prepare your contact center for the upcoming holiday season and plan for 2011 by addressing one of your most pressing challenges: increasing and sustaining agent utilization. The lessons learned will change the way you approach your contact center!

Ralph Barletta is President and co-founder of Knoah Solutions, a midsized offshore contact center outsourcing company and KnoahSoft, a leading call recording and agent performance management software provider. His unique perspective in both the operational delivery process and the enabling technologies to support high performance contact centers will make this a highly informative event.

Magnus Geverts is President of Teleopti Inc. He has 13 years of experience from Workforce Management as consultant, head of development, and head of global sales for Teleopti, a market leader in Workforce Management solutions.  With customers in over 60 countries, Teleopti leads the way in optimization technologies using employee involvement as a catalyst to improve performance.