CallMiner hosts monthly webinars with the aim of sharing topical, relevant information for the contact center industry – as well as providing best practices and results from multiple organizations and industries that have used customer interaction analytics programs within their own contact center.
This month’s webinar, to be held on December 17 at 1:00 PM EST, will discuss “How To Retain Quality Agents with Automated Analytics” – as the turnover rate is the highest for the first 90 days of employment.
Featuring Adam McCord, Quality Analytics Manager, Club Services of BlueGreen Vacations, and Brian LaRoche, Product Manager at CallMiner, the session will explain how automated interactions analytics and smart staffing and coaching can alleviate some of the more pressing problems within the contact center.
Webinar guests will discover how automated analytics technology can improve initial and post-hire competency capabilities, target tenured agents at risk, create efficient mentoring programs, and accurately track mentoring/coaching results.
The webinar will also go over agent attrition and its lasting economic and noneconomic impacts such as lost sales, on-boarding expenses, staff morale, and decreased intellectual capital. This discussion will highlight how improving agent performance can drive increased revenues, reduced operational costs, and optimized customer service and satisfaction.
With stress a common cause of agent attrition, webinar guests will learn how CallMiner’s Eureka software can reduce stress for call center agents through:
• Fair and accurate evaluations
• Targeted coaching
• Agent self-development
By attending this session, participants will get insight on how speech analytics software can help contact centers provide optimal call outcomes. The webinar explains one of the primary benefits of speech analytics software: the ability to analyze thousands of hours of calls and identify areas of compliance risk.
Register for this webinar here. We look forward to seeing you the 17th!