Presented By: Tom Sullivan, Senior Product Manager, Calabrio
On Demand: Live Date: November 2007
Contact center managers have two great enablers when serving customers - their people and technology. Most managers acknowledge that the frontline supervisor is a critical link in their management chain but confess they underestimate the effort required for supervisors to handle the many varied tasks of the job and are uncertain how to best employ technology to support their efforts. IP and virtualization complicates matters further, because supervisors can not always walk across the center to observe agents or provide coaching, quality monitoring technology and a commitment to quality management become critical in a virtual environment.
Business will be well served to better understand the tasks the supervisors face and give them the tools they need to accomplish more with less.
Analytics, Alerts and Reporting - getting agents the appropriate information when they need it Coaching and Collaboration - connecting with agent teams, even in virtual situations, to impact agent behaviors Training - how to make sure it is a priority Workforce Optimization - carving out an achievable plan
This session looks at how, with a good process and the right tools, we can ensure the supervisor-the most vulnerable link in the management chain-achieves success in each task he or she undertakes.
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