Presented By: Joe Dumont, Product Manager, Contact Center Solutions, Empirix
On Demand- Live Date: June 2009
Despite the prevalence of web services and self-service applications, agents still serve as the “front line” at most organizations. No matter how good a self-service application is, some calls must go to an agent. Since a positive a contact center experience is an important part of retaining existing customers and winning new ones, time spent with an agent is critical to an organization’s success. In this webinar, we review an end-to-end testing and monitoring methodology for ensuring a reliable customer experience with a specific focus on the agent.
Specifically, we discuss:
- Why testing or monitoring the agent experience is important
- How traditional testing practices fall short
- What constitutes an end-to-end methodology
- How this methodology can help optimize the performance of the contact center
Sign in to watch a recording of the webcast