Presented By: Dick Bucci, Senior Consultant, The PELORUS Group and Kelly Stropp, Senior Business Consultant, IEX
On Demand: Live Date: May 2008
Can you be over-informed? With so many reports from siloed systems and databases, it may seem so. In fact, contact center managers can spend upwards of 20 to 30 percent of their time just creating information, rather than acting on it.
Join this webcast for a look at how performance management gives you the integrated reports you need while keeping your contact center moving in the same direction as the larger enterprise.
* Understand best practices in performance management to empower your agents for self-management, free your managers and supervisors to coach instead of gathering data, and keep your executive team informed.
* Learn valuable tips about what to look for in a solution and how to justify the investment when considering buy vs. build.
* Learn about the types of vendors out there - the "reporters" who concentrate on providing the basic capabilities, or the "doctors" who take things a couple steps further by diagnosing the problem, developing a remedy, and applying the fix.
Join us for this exciting Webcast where you will learn what to ask, what to analyze and how to prepare.
About the Presenters
Dick Bucci is senior consultant for The PELORUS Group where he specializes in contact center technologies. He has authored eight in-depth reports on workforce optimization applications and numerous articles and white papers. Dick is also managing director of Technology Marketing Associates, a marketing consulting firm. He has over 30 years of experience in the telecommunications industry.
Kelly Stropp is a senior business consultant for IEX, a NICE Systems company. Kelly has more than 10 years experience in contact center technologies and telecommunications, specializing in performance management, workforce management, quality, data warehousing, reporting and site selection.
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