Optimizing Your Call Center Through Agent Adherence

Presented by

Michelle D. Babb, Ponvia - Practice Director

About this talk

While the economic outlook for many companies has improved greatly from last year, 2010 has introduced a new set of opportunities for contact center managers: • Uncertain economic forecast driving emphasis on increased productivity at reduced costs • Increased training needs to support company growth initiatives • Flat or reduced agent headcounts This session presented by Ponvia Technology will detail how an agent adherence program can fulfill these needs and discuss the industry best practices for planning, implementing, and managing an agent adherence program. Details include: • Economic Challenges and the Contact Center Manager • How an Agent Adherence Program Can Help • What is Adherence and Conformance? • Adherence vs. Conformance – Pros and Cons • Dependencies of a Successful Program • First Steps - Planning • Best Practices - Implementation • Best Practices – Management and Enforcement • Metrics Matter Ponvia Technology is a premier Management Consulting firm specializing in Contact Center Operations, Technology and Customer Interaction. Through our deep subject matter expertise combined with real-world operational and technical experience, we are able to provide our clients with solutions and services that achieve a truly unified contact center strategy, operations and technology infrastructure.

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