According to a recent industry report "Investment in agent training and development is an essential requirement for a successful large contact center with more than 75 agents." With more than 60% of your contact center cost stemming from your workforce it is easy to see the importance!

This webcast will discuss how you can:

Improve learning effectiveness
Reducing agent downtime for training because of reliance on classroom training
Providing consistent, level-specific training to distributed contact center environments
Quickly develop reusable and customizable e-learning content
Enhance performance through access to the right expert and peer knowledge at the right time

After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready!

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Series 2

Hire right, Analyze right, Train right – Secrets to Success for the Contact Center

Archived

The longer agents are with you in your contact center, the more significant the contribution you can expect them to make and the higher your costs for replacement if they leave. As people-intensive organizations, contact centers will always need to concentrate on enhancing productivity and will continually be expected to do more with less.

This webcast will help you understand:

How to focus the hiring process
Identify employees in need
Prioritize agent development opportunities
What tools are available to help you improve individual and operational performance.

After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready!

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Series 3

How Do You Analyze and Support Critical
Success Factors in Contact Centers?

Archived

Contact centers typically invest heavily in increasing operational efficiency by focusing on all the actions around the call – from getting the call to the right agent with the right skill set quickly to scoring the call for quality management and drilling down for root cause analysis. While these actions are important, it is just the beginning of performance improvement and optimization. What you do with this information is critical to tying your corporate goals to the contact center metrics that ensure the right things are being measured and coached in the contact center.

What if you could:

Identify customer issues from analyzed calls and initiate corrective actions immediately?
Synchronize your critical systems to automatically talk to each other?
Recognize operational problems in real time and make intraday adjustments
across the contact center?
Manage your world the way you’ve always wanted to – aligning your contact center’s
performance with your company’s business objectives?

After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready!

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Presenters:

Allyson Boudousquie

Director of Business Process Marketing
PerformanceEdge Group, at Aspect Software

Allyson Boudousquie is the director of business process marketing, PerformanceEdge Group, at Aspect Software. Allyson is responsible for understanding the needs of the market, identifying drivers and trends for future growth and applying this insight to help create value-added products for Aspect Software’s customers focusing on performance optimization solutions. Allyson has been with Aspect Software for more than nine years. She has held a number of positions of increasing responsibility, including regional sales director, where she managed the sales performance of eight sales staff in a nine-state region, and director of product marketing.

Erik Linask

Associate Editor (Moderator)
Technology Marketing Corporation

In addition to his work with TMC’s IP Communications publications, Erik is a contributor to TMCnet. Prior to joining the TMC team, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.