Presented By: Ralph Barletta, President and co-founder of Knoah Solutions
On Demand: Live Date: June 2010 

Retaining and growing a base of satisfied customers is the name of the game. In today’s global internet-based marketplace, customers have very high expectations and can find their next vendor with just a few mouse clicks. The challenge for modern contact center managers and supervisors is in determining how to identify customer satisfaction deficiencies and provide agent targeted coaching to improve on those deficiencies.

In this webinar we examine best practices that should be deployed to maximize coaching effectiveness in customer satisfaction. Specifically we will cover the following topics:

· Establishing a technology framework for doing agent level customer satisfaction analysis: 100% Call Recording + Post Call Survey + Speech Analytics
· Modifying QA Review forms to enhance “Voice of the Customer” analysis
· Performing Disatisfied customer analysis to identify the sources of customer frustration.
· Building a consistent coaching framework that insures coverage and follow-up
· Closing the loop with example based eLearning that uses your call recording repository to deliver high impact results for agents

This webinar is presented by Ralph Barletta, 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.