october, 2019

29oct3:50 PMCapture, Analyze, Optimize: Your Employee Analytics Journey from the Call Center Floor to the Boardroom CONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Zone:2. Analytics in Action Fab Facilitator: Brent Stevenson, Senior Vice President, Sales & Marketing, 24/7 Intouch

Event Details

We use data in the contact center to generate insights and paint a picture of how our customers want to be interacted with. But we need to look inwards at what our data tells us about our employee’s performance. Join this interactive session to learn new approaches to understand employee engagement and retention by using analytics and the data you already have to guide your training and coaching strategy on the floor.

Key Take-Aways:

  • Guide regarding how to leverage data to guide coaching opportunities
  • Insights on employee engagement during training
  • Best practices on real time QA monitoring

Best Practice sessions examine a real-world use case, dissect the best practices employed, and explore how to apply them to your own initiative and company.

Time

(Tuesday) 3:50 PM

Fab Facilitator

Brent Stevenson, Senior Vice President, Sales & Marketing, 24/7 Intouch

Speaker LinkSpeaker Link

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