ETALK TO HOST WEBINAR ON “IMPACTING AGENT PERFORMANCE: "MINING FOR TALENT"(email this article)

MEDIA ALERT

WHAT:       Join etalk (Company Profile, Past Stories, Case Studies) for its upcoming Webinar entitled “Impacting Agent Performance:  Mining for Talent.”  

Call center agents are on the front lines of customer contact and,
as such, are most responsible for maintaining a company’s public
image and integrity. The “right” agent can enhance a company’s
standing and generate a great deal of goodwill, while the “wrong”
agent can alienate a customer and, ultimately, can contribute to
eroding a company’s reputation.  Additionally, hiring the wrong
agent also means that the company is likely to lose their investment
in recruiting and training since the agent will quickly become
dissatisfied and leave, whereas the right agent will remain a
productive and motivated employee for the long term.

These are the scenarios call center managers face with every potential hire. Learn how the development of automated profiling and screening systems can take much of the guesswork out of hiring call center staff and create an objective evaluative model for determining a potential agent’s qualifications.  

WHEN:       Tuesday, September 23rd, 2003, 11:30 a.m. – 12:30 p.m. EST

WHO:       The “Impacting Agent Performance:  Mining for Talent”  Webinar will be hosted on CRMXchange's Web site by etalk, the global leader of Performance Impact™ solutions for contact centers and DHL, a pioneer in the air express industry.  

Since 1983, etalk solutions have been used to build valuable long-term customer relationships at more than 1,500 worldwide contact centers, including insurance, telecom, financial, technology and manufacturing companies. etalk’s suite of integrated solutions works across multiple contact channels including e-mail, Web, chat or telephone. etalk’s product family includes Qfiniti™, Recorder™, Advisor™, Expert™, Survey™, and JASS™ designed to improve both customer service and the CRM decision-making process. Using etalk’s advanced contact center technology, customers can achieve higher incremental sales, revenue per customer and overall profits while increasing customer satisfaction and loyalty.

The Webinar will be presented by Matt Storm, product manager for etalk.

WHERE:         To register for the Webinar - hosted on CRMXchange.com - participants should visit  http://crmxchange.raindance.com , click the "View Scheduled Events" tab, and select “Impacting Agent Performance:  Mining for Talent.” session listing.