August 11, 2020

Customer Contact Week at Home 2020 Workshop Presentation

Agents are the face of your company and have the real-time ability to create a remarkable interaction. The analysis of agent performance and their coaching and development are crucial to crafting the customer experience (CX) architecture. Uncover more insights on how to use Agent Performance Data with Human Intelligence and Artificial Intelligence to design a remarkable customer experience.

Key Highlights:

  • Why organizations should focus on agent performance for a better CX
  • How agent performance impacts overall contact center performance and CX
  • The significance of agent training and development to increase CX
  • Leverage agent performance data to enhance personalized customer interactions
  • Using agent insights to build out chatbots to be more effective