Hi [[ session.user.profile.firstName ]]

Speech Analytics: Tying Agent Performance to Corporate Goals

The practice of using speech analytics to drive strategic process improvement in call centers has been proven effective and valuable. The challenge arises when companies try to use existing agent quality management tools to tie into these same strategic objectives. However, with a complete analysis of all contact center activity, it is now possible to tell how agents throughout the company are performing against corporate objectives. In this webcast you will learn:

• Commonly used methods for quality management such as random monitoring and scoring forms and the challenges associated with these methods
• New means for relating agent performance directly to strategic corporate initiatives through speech analytics
• The process of using an integrated system of speech analytics to define objectives, track agent performance, continuously monitor trends and adjust corporate goals and agent expectations accordingly.
Recorded Apr 29 2010 11 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Jeff Schlueter, VP of Marketing, Nexidia
Presentation preview: Speech Analytics:  Tying Agent Performance to Corporate Goals

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.

Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Speech Analytics: Tying Agent Performance to Corporate Goals
  • Live at: Apr 29 2010 7:30 pm
  • Presented by: Jeff Schlueter, VP of Marketing, Nexidia
  • From:
Your email has been sent.
or close