Knoa Software Inc. © 2009. All Rights Reserved.
 |
Webinars
"Identifying Technology Barriers to Agent Productivity"
Presenter: Lori Wizdo, Vice President, Knoa Software
Your agents interact with several applications during each customer interaction. Effectively navigating through the CRM system, soft phone, catalog, order management, knowledge base, and other applications directly impacts Average Handle Time, First Call Resolution, and customer satisfaction.
Each agent uses technology differently. While some are very adept at navigating through systems, others are inconsistent, and some cannot navigate through systems at all. To make matters worse, despite countless reporting and metrics, most managers don't have visibility into how their agents use these tools, or even how well the tools are performing for the agents.
In this webcast we will show you how to gain insight as to how you can:
- Identify barriers to agent productivity
- Shave seconds from call times by analyzing agent workflows
- Increase customer satisfaction by handling calls more efficiently and effectively
- Build and maintain an optimal high performance contact center
Using real world examples, you will see how the continuous monitoring of the agent-technology interaction profitably impacts the contact center.
Register