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PeformanceEdge 2008 Optimization Series

Event Title: Bottom of the Ninth – Can Your Agents Keep Your Customers?
REPLAY AVAILABLE

According to a recent industry report "Investment in agent training and development is an essential requirement for a successful large contact center with more than 75 agents." With more than 60% of your contact center cost stemming from your workforce it is easy to see the importance!

This webcast will discuss how you can:

• Improve learning effectiveness
• Reducing agent downtime for training because of reliance on classroom training
• Providing consistent, level-specific training to distributed contact center environments
• Quickly develop reusable and customizable e-learning content
• Enhance performance through access to the right expert and peer knowledge at the right time

Event Title: Hire right, Analyze right, Train right – Repeat as Needed
REPLAY AVAILABLE

The longer agents are with you in your contact center, the more significant the contribution you can expect them to make and the higher your costs for replacement if they leave. As people-intensive organizations, contact centers will always need to concentrate on enhancing productivity and will continually be expected to do more with less.

This webcast will help you understand:

• How to focus the hiring process
• Identify employees in need
• Prioritize agent development opportunities
• What tools are available to help you improve individual and operational performance.

Event Title: Do You Analyze and Support Critical Success Factors in Contact Centers?
Date: Thursday April 17, 2008
Time: 11am PST / 1pm CT / 2pm EST

Contact centers typically invest heavily in increasing operational efficiency by focusing on all the actions around the call – from getting the call to the right agent with the right skill set quickly to scoring the call for quality management and drilling down for root cause analysis. While these actions are important, it is just the beginning of performance improvement and optimization. What you do with this information is critical to tying your corporate goals to the contact center metrics that ensure the right things are being measured and coached in the contact center.

What if you could:

• Identify customer issues from analyzed calls and initiate corrective actions immediately ?
• Synchronize your critical systems to automatically talk to each other?
• Recognize operational problems in real time and make intraday adjustments across the contact center?
• Manage your world the way you’ve always wanted to – aligning your contact center’s performance with your company’s business objectives?