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 Featured Guest: Brian Weiss VP, Product House, Contact Center Solutions Verint |  Host: Gary Lemke President RealMarket |
A contact center agent’s ability to deliver superior service is crucial to building and maintaining strong, profitable customer relationships. Yet most organizations offer only traditional classroom-based training programs to their agents, giving them just a fraction of the information and knowledge they need to provide the best possible service.Actionable intelligence can transform your workforce by turning your contact center interactions into the mission-critical insights needed to implement an effective and comprehensive strategy for agent evaluation, training and coaching. Supervisors can measure the impact of agent interactions and accurately identify skill deficiencies, provide training that is relevant, targeted and actionable, and deliver ongoing coaching in real-time, based on individual needs. As a result, they can improve job satisfaction and reduce turnover while building a team of more knowledgeable, motivated and confident agents who are better equipped to serve customers.
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