How Best-in-Class Contact Centers Satisfy Demanding Customers

Omer Minkara, Research Analyst at the Aberdeen Group, discusses how your contact center can improve productivity and give customers the service they want and deserve.

April 23, 2011

Aberdeen Research shows an increase in customer demand for more personalized and always available customer service. Businesses that successfully address this challenge accomplish substantial improvements in their agent productivity and utilization results. 

In this webinar Omer Minkara reveals how your contact center can improve productivity and give customers the service they want and deserve through real-world examples, ROI data and more from his recent report on Workforce Management in the Contact Center including:

  • Implementing a best-in-class workforce optimization framework
  • Reducing the operational expense of agent utilization
  • Empowering agents to improve performance
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