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What Are My Agents Doing - What Are They Experiencing, Are They Efficient?


Presented By: Sharpen

March 11, 1:00pm Eastern

Presented by: Ric Kosiba, Chief Data Scientist, and

Adam Settle, Vice President of Product, at Sharpen Technologies


About the Webcast

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 metrics, like agent occupancy to give us a picture of how busy our agents are. We have metrics about their proficiency and quality of their interactions. Join us to discuss other ways of measuring what agents do, what their day is like, and whether to tell if they are doing it well. You will learn ways to measure all of these things through your dashboards and reports.


About the Presenters

Ric Kosiba, Chief Data Scientist, Sharpen Technologies

Ric is responsible for developing data-driven initiatives to optimize agent performance and to use Sharpen's fantastic reporting tools and data layer to enhance the customer and agent experience. Prior to joining Sharpen in 2019, Ric co-founded Bay Bridge Decisions Technologies in 2000, where he developed the contact center industry’s first “what if” decision engine, a complex set of algorithms designed to forecast proper staffing levels. Ric received a Ph.D. in operations research from Purdue University.

Adam Settle, Vice President of Product, Sharpen Technologies

Adam is an experienced education professional skilled in Sales, Coaching, Team Building, and Training. He is a strong facilitator, combining his study of education with experience from his time as a trainer at Apple and Angie’s List. At Sharpen, Adam and his team create the connection between advanced technology and the understanding required for clients to take advantage of its potential.