"Technology Performance: A Contact Center Manager's Blind Spot"

During a single customer interaction, an agent may have access to multiple software applications - a CRM application, a "soft phone", accounts receivable, order management, knowledge base, etc. If your agents are unable to effectively use the technology, what may they inadvertently be telling your customers about your company?

"Sorry, my system is so slow today"

"My screen just froze, I'll have to reboot"

"Hold on, let me see if I can figure out how to do this"

Join us as we discuss real world examples through the following three different case studies on how the continuous monitoring of the agent technology interaction profitably impacts the contact center:

• Find out how a Midwestern Utility Company stripped 15 seconds from a 360 second call flow
• Learn what a Telecommunications Company was able to identify that improved productivity by 25%
• Hear why agents at one Consumer Services Contact Center were consistently delivering the lowest customer satisfaction ratings