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March 11 – What Are My WFH Agents Doing, Experiencing and Are They Efficient?
– Presented By: Sharpen
Register
March 11, 1:00pm Eastern
Presented by: Ric Kosiba, Chief Data Scientist, and
Adam Settle, Vice President of Product, at Sharpen Technologies
Agent experience is our thing. But how does a manager, in times of universal work-at-home, know what the agent experience really is?
We’ve common met
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April 6 – Sometimes your customers want to help themselves – let them!
– Presented By: NICE inContact
Despite the many challenges businesses have faced in the past year, customers still expect you to deliver high-quality customer service.
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April 8 – How to Crack the Customer Engagement Data Challenge
– Presented By: Verint® Systems
Join us for a 3-part webinar series of virtual panel discussions, moderated by Opus Research, where Opus analysts and Verint experts will share how organizations can build enduring customer relationships in light of ever-increasing, ever-shifting consumer demands.
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April 27 – How to Empower Transformation with AI & Analytics
– Presented By: Verint® Systems
Join us for a 3-part webinar series of virtual panel discussions, moderated by Opus Research, where Opus analysts and Verint experts will share how organizations can build enduring customer relationships in light of ever-increasing, ever-shifting consumer demands.
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May 6 – How Are My Agents and Supervisors Performing? Is My Contact Center Achieving Its Mission?
– Presented By: Sharpen
Register
May 6th, 1:00pm Eastern
Presented by: Ric Kosiba, Chief Data Scientist, and
Adam Settle, Vice President of Product, at Sharpen Technologies
In this webcast, we discuss a series of important business questions. How do we know whether our agents are performing well? Are they gaming our metrics?
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August 12 – Who Are Our Customers - What is Their Behavior?
– Presented By: Sharpen
Register
August 12, 1:00pm Eastern
Presented by: Ric Kosiba, Chief Data Scientist, and
Adam Settle, Vice President of Product, at Sharpen Technologies
Nobody surveys customers like the contact center industry does. But do they really serve their purpose? Do we really know what they are experiencing? D
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October 14 – How Can We Cut Costs? What Should Our Goals Be? How Do We Calculate ROI?
– Presented By: Sharpen
Register
October 14th , 1:00pm Eastern
Presented by: Ric Kosiba, Chief Data Scientist, and
Adam Settle, Vice President of Product, at Sharpen Technologies
Join us as we go back to the original purpose of contact centers: how do we take advantage of economies-of-scale to both lower costs and provide a
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