Your contact center is only as successful as your agents’ success with each customer interaction.  In order to ensure this success, your organization spends a lot of time hiring, training, coaching, and monitoring each employee.  You also attempt to measure this success by collecting data such as First Call Resolution, Average Handle Time, and other KPI’s.  If there are any issues we turn to the agent, but what if the agent (and you) can’t address these problems? 
 
Join Frost & Sullivan, Cicero and Customer Relationship Metrics for a complimentary eBroadcast on how top performing call centers are improving the agent and customer experience. Learn how “effort analytics” could be the most productive way yet to understand and improve your customer contact operation and listen as we discuss: 

  • Why effort matters
  • How measuring effort over call management statistics results in 10x greater results
  • How you can measure effort
  • What’s the best course of action to reduce effort 

Have Questions for Our Experts?
Exchange your experience and viewpoints with our panel of experts during our live, interactive Q&A throughout the eBroadcast.  Click here to register and submit your question ahead of time to be sure it gets answered on March 3rd!

After the eBroadcast, we have asked Cicero to stay on for ten minutes to demonstrate how Cicero XM is simplifying the agent desktop to reduce both agent and customer effort. This demo will exemplify the best practices presented in this eBroadcast and may inspire some improvements to your own contact center


Joe Outlaw
Principal Analyst, Contact Center Group
Frost & Sullivan


Mike Garner
Chief Customer Officer
Cicero Inc.

Jim Rembach
Chief Spokesman
Customer Relationship Metrics





All registrants will receive a copy of Frost & Sullivan's Executive Summary titled “Using Effort Analytics to Improve the Agent and Customer Experience”. Look for it on the lower left-hand side "Resources" section once the OnDemand Presentation is launched.

 

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