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RealMarket Live! - Webcasts ON DEMAND |
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"Contact Center Best Practices? YOU Have the Answers"
Contact Center "best practices" is a common buzzword these days. A whole host of companies offer seminars, research papers, and access to databases for this valuable information (for a fee, of course). Do you realize that a great deal of "best practice" content already exists in your contact center environment? A certain percentage of your agents are already engaging in best practice behaviors- but you don't have a way to easily capture, identify or distribute the content. Business processes, product information and marketing offerings change often- you can't afford to wait weeks or months for learning content to be created for your agents.· Deliver the content to agents who are lacking in particular competencies (or provide them with training in new areas) and clearly measure the effectiveness of your training efforts.
(Listen Now)
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Must-Hear for:
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Call Center Managers, VP Client Services, CRM
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What you will learn:
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How to capture and identify best practice interactions in your center by call or interaction type- and very quickly turn the interactions into usable content. How can you identify which agents have competencies in key areas. How can you very quickly deliver best practice behaviors/processes to your entire contact center workforce.
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Featured Expert(s):
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Bill Concevitch, Director, eLearning Business, Witness Systems
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Exult With Workbrain
Exult announced it has signed an agreement with Workbrain to provide Time & Attendance and Employee Scheduling solutions as part of Exult's service delivery to clients. Under the terms of the multi-year relationship, Workbrain is Exult's preferred solution provider for Time & Attendance and Scheduling, and Exult will include Workbrain solutions as part of its overall BPO offering.
Fortegra And ILS Team
Fortegra announced a partnering arrangement with Interim Leadership Solutions (ILS) to deliver a service offering to the call center industry. Recognizing the need to provide value to all stakeholders (customers, employees and business owners), Fortegra and ILS have developed services that are proven to deliver measurable results, which equate to reductions in operational cost while improving the quality of service delivered by customer care representatives.
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