Call Center Week (CCW) Online 2016

Topics

• Blended Metrics: We’ve heard the case for customer metrics and for efficiency metrics. In reality, both are important
• EP3: The new contact center objective
• Agent Environment: Evaluating "work from home"
• Agent Productivity: How to develop the best possible contact center agents
• Quality Interactions, Quality Experience: How to assess and improve interaction quality
• Customer Experience-oriented Technology: A new approach to technology sourcing
• New contact Center Culture: What should the environment entail