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April 14 – Managing Contact Centers Through the Pandemic
– Presented By: CallMiner
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April 14th, 12:00pm Eastern
Guest Presenters: Donna Fluss and CallMiner’s Steve Chirokas and Brian LaRoche (moderator)
Covid-19 has captured the attention of the world. Never before have developed countries confronted a virus that has reached pandemic levels. Enterprises and their contact centers
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April 21 – Learn How to be Great - Helping Agents, Supervisors, and Execs Perform
– Presented By: Sharpen
We are taking a novel approach. During this hour, we will look more practically at the math associated with agent satisfaction. We will discuss analytic tools for tracking agent performance, executive dashboards for understanding operational performance, and ways to use this information to create meaningful training and coaching. We believe that a happy agent is one who knows they’re successful. Join us to learn how we can make them so.
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May 28 – Best Forecasting Methods in the 21st Century
– Presented By: Genesys
During this session, we will discuss manual planning processes and what is possible to achieve when you leverage AI to drive your forecast.
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July 30 – Technology Fatigue in the Digital Workplace
– Presented By: Genesys
There’s an abundance of digital tools available in the workplace today. How do you ensure that your employees are positioned for success? Most companies strive to improve employee experience while not impacting their productivity. During this session, we will discuss the impact of digital tools on the employee.
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August 13 – Setting Performance Goals and Scorecards
– Presented By: Sharpen
In this session, we’ll look deeply at the attributes of an effective scorecard. First by defining the attributes of a single great contact and then by developing the appropriate statistics to cleanly measure agent performance. We’ll also discuss how to use math modeling and sensitivity analyses to help determine the best among several competing goals.
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October 20 – Building Great “What-If” Models and the Resulting Analyses for the CEO
– Presented By: Sharpen
Over the years we’ve discussed the importance of building contact center models that are provably accurate. Accuracy is important. Inaccurate models result in cost overages or service failures. In this session, we’ll discuss a new method for using your Erlang C, Erlang A, and Erlang X calculations to build an unbeatably accurate contact center model.
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