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This webinar was originally broadcast on:
Wednesday, March 26, 2014 02:00 PM EDT / 11:00 AM PDT
 
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 As your contact center grows to where activity is beyond staff’s capacity to analyze and report in a timely way, deploying automated analytics delivers benefits and advantages for maintaining service quality and performing at industry standard.

Following these steps to prepare for automated analytics enables effective and efficient change. This webinar outlines how to become an analytics-driven operation and maximize value of your investment:

  1. Map current processes and workflows
  2. Pinpoint where staff need training
  3. Create aligned quality assurance forms
  4. Survey departmental needs for analytics intelligence
  5. Locate redundant information on the agent desktop
  6. Ensure your operation complies with regulations
  7. Define and disseminate relevant reports


    8. Presenter

    Barry Knack
    Director of Education
    Uptivity



    Moderator

    Stefania Viscusi
    Editor
    TMCnet