Presented By: Mike Hutchison, Vice President of Professional Services, Nexidia
On Demand: Live June 2010
Speech analytics is a powerful tool for solving a variety of issues facing today’s call centers. Yet many information sources on speech analytics offer a vague approach for applying it to everyday challenges. One of the biggest challenges is managing average handle time (AHT). The financial impact of AHT ensures it will always be a key call center metric, but since there can be many reasons for AHT to increase, identifying and managing those critical issues has been a difficult task. Speech analytics offers a fast and easy solution. In this webcast you will learn a proven, step-by-step, detailed methodology for using speech analytics to collect the information needed to determine both agent and process issues affecting your average handle time. You will learn how a speech analytics system with robust reporting capabilities allows users to:
•Identify key call drivers and business processes that are creating an increased AHT
•Use talk time distribution reports to identify calls that lie outside the mean time
•Uncover agents with the lowest AHT and develop best practices based on their success
•Compare AHT performance across sites, teams and even individual agents and target coaching to those most in need
Webinar Speaker:
Mike Hutchison, Vice President of Professional Services, Nexidia - Mike is a seasoned veteran with more than a decade of Contact Center Management experience in multiple outsourced environments. Previously, Mike directed 1000-plus person call center operations and managed worldwide workforce optimization for industry-leading outsourcer, Telvista.
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