Presented By: Joe McFadden, Senior Director, Enkata
On Demand: Live Date: September 2010 

Join us for this thought-provoking look at the quality monitoring process. We'll describe a new quality assessment model being adopted by major service operations. Learn how new analytics tools enhance and automate current quality monitoring and survey practices to:

• Automatically identify highest priority issues and agents for coaching and development
• Maximize supervisor coaching efforts on the highest priorities
• Leverage self-improvement programs such as eLearning
• Uncover operational issues that QM misses

In addition, you'll learn how easy it is to deploy performance analytics alongside existing QM systems.

Joseph McFadden is a veteran of the customer service industry.   He has been associated with the launch of several first-in-category solutions including VoIP-based, multi-channel contact routing solutions, voice response systems, and agent optimization solutions. He is currently a Senior Director at Enkata, a leading provider of analytics driven performance management solutions for the contact center.