[Webinar] Contact Center Metrics: Right Sized Reactions

Posted: 05/27/2015 - 11:40 | Inova Solutions
Contact Center Metrics: Right Sized Reactions

                               VIEW WEBINAR ON DEMAND

"Ask the Expert" with industry expert Jay Minnucci, Founder and President of Service Agility

Session 2: Contact Center Metrics: Right Sized Reactions

Nothing adds to the chaos in a contact center more than emotional responses to a growing queue. In this webinar we will discuss a more planned, logical approach to the ebbs and flows of our real time environment, and ways to help generate more consistent performance. Topics include:

  • Using the Right Metrics
  • Setting Thresholds
  • The Role of Chance
  • Communicating with Agents

 

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