During a single customer interaction, an agent may have to access 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

 
Click here to register for this complimentary eBroadcast. Share and exchange your experience and viewpoints with our panel of experts during our live, interactive Q&A following the presentation.
 
Keith Dawson
Principal Analyst, Information & Communication Technologies
Frost & Sullivan
Lori Wizdo
Vice President, Marketing
Knoa
 

As our appreciation to you for joining us on this eBroadcast, all participants will be entered into a give-away for a
$250 AMEX gift card.

All registrants will be eligible to receive a $500 credit voucher* toward any one of our upcoming Executive MindXchange events.

*$500 Credit Voucher must be redeemed and allocated no later than Thursday, December 31, 2009.

 

 
 

 

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