What you will learn

Our distinguished panelists discuss the initiatives and analytics that drive hyper performance and why you need to SEE what agents are doing, not just HEAR it.

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• Uncovering root causes for poor agent performance, customer dissatisfaction, and process roadblocks

• Reinforcing and replicating best practices and effective software application use

• Correlating words and actions to optimize processes and achieve desired business outcomes

• Identifying employee proficiency issues for targeted improvements

• Providing next-best action opportunities to improve business productivity

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Panelists:

• Heather Turbeville, EMERGE Global Membership Association for Excellence Advisory Board Member

• Brian Severson, OnviSource VP of Product Management