Why Every Contact Center Needs Performance Management
Presented By: Aspect
Live Date: March 27, 2019. PLEASE SIGN IN FOR THE RECORDING.
Presented by: Carel Warfield, Sr. Solution Consultant, Aspect Software
About the Webcast
Contact center executives are fully aware that you can’t deliver a good customer experience over the long term without first ensuring that agents are engaged in their work and that their personal goals are aligned with the strategic goals of the enterprise as a whole. Performance Management is often overlooked, but it should be a standard fixture in every contact center WFO system. Join Aspect in a hands-on review of how Performance Management can make a huge difference in both customer engagement and contact center efficiency.
About the Presenters
Carel Warfield, Sr. Solutions Consultant at Aspect Software
Carel is a 10 year veteran in the contact center industry,
and has spent the last 5 years working with a variety of Aspect customers
finding ways to drive performance improvements through a balance of processes
and technology. Working in a broad spectrum of markets – public and private, he
has helped organizations adopt strategies that leverage data and analytics to
improve bottom line performance, customer experience, and address a number of
tactical agent or call handling issues.