Agents drive over 2/3rds of the cost of a running a Contact Center, and they are the face of your company to your customers. Clearly, getting the best performance from your agents is critical to your success.  In this webinar we will talk about the economic value of a proper workforce optimization strategy for your company.

After talking about the value of proper workforce optimization we will look at a straightforward three step process to make sure you are getting the best performance from your agents:

• Plan:  Use Workforce Optimization to optimize your staffing levels at all times to ensure you have as many agents available at peak times as possible, and that you don’t have idle agents when things are quiet.
• Manage:  Use Quality Management to monitor call and screen recordings to provide agents feedback to ensure consistent improvements. Use forms and scoresheets to make sure you are objectively measuring agent performance.
• Assess & Improve:  Use Analytics and Performance Management to gain business insight into how your customers are being treated and how you can do better than ever. 

In this practical and useful session we will take a close look at the economics of proper workforce optimization in the Contact Center and how it can make a significant difference for your business.

Max Ball Director Product Marketing RingCentral

John Finch AVP, Contact Center Product Marketing RingCentral

Erik Linask Group Editorial Director TMCnet