The high rate of agent turnover & a weak candidate pool makes building & maintaining a high-performing team of agents difficult. Accelerated & targeted training allows agents to reach peak performance sooner. But how? Our seminar will discuss how a global contact center is using data & analytics to accelerate training & improve agent performance while reducing customer effort & improving satisfaction.
-Collecting customer data and transforming it into customer knowledge
-Sharing customer knowledge across the entire organization
-Acting frequently based on the customer knowledge they have acquired