Presented By: Mary Jo Lichtenberg, Senior Director, Management Consulting, Nexidia ; Jeff Schlueter, Vice President Marketing & Business Development, Nexidia
Date: January 28th, 1:00- 2:00 Eastern
The practice of using speech analytics to drive strategic process improvement in call centers has been proven effective and valuable. The challenge arises when companies try to use existing agent quality management tools to tie into these same strategic objectives. In this webcast you will hear how emerging trends in speech analytics can make agent performance management a key force in meeting corporate objectives.
Topics discussed will include:
•Commonly used methods for quality management including random monitoring, automated score cards and the use of small sample sizes
•New methods for relating agent performance directly to strategic corporate initiatives through speech analytics
•Using customizable parameters to track and measure agent performance across teams, sites and centers
•The benefit of using an integrated system of speech analytics to continuously monitor trends and adjust corporate goals and agent expectations accordingly
Measuring agent performance and developing the appropriate training and coaching is difficult across multiple sites and teams. With a complete analysis of all contact center activity, it is now possible to tell how agents throughout the company are performing against corporate objectives. You’ll learn how you can improve satisfaction and reduce costs by targeting training and coaching to the initiatives that have the greatest impact on your customers.
ABOUT THE PRESENTERS
Mary Jo Lichtenberg, Senior Director, Management Consulting, Nexidia. Mary Jo is an experienced Contact Center leader focused on training and quality management. Her background includes twenty years at a major airline and ten years at two Outsource Companies . She has established new processes to support operational performance, developed training and quality departments and introduced innovative techniques to evaluate agent performance and drive operational improvement.
Jeff Schlueter, Vice President, Marketing & Business Development, Nexidia. Jeff brings two decades of telecom and marketing experience to Nexidia. He served as the Executive Director of Product Management and Executive Director of Customer Base Marketing at Cingular Wireless. During his tenure he managed the development and lifecycle of all voice-related products and services and was responsible for all marketing programs into their base of 22 million subscribers for retention and revenue stimulation.
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