Agent onboarding – New hire score

November 3, 2016

Adam McCord - Bluegreen Vacations

Adam McCord

Quality Analytics Manager

Nikki Noyes - Stoneleigh Recovery Associates

Nikki Noyes

Director of Compliance


3:30 PM  -  4:30 PM
Beach Salons
Interaction Analytics Fundamentals - Executive

This session will cover how you can use Interaction Analytics to measure and improve your new hire training. Are there QA augmented processes put into place or automated scorecards with gradient score requirements for your new hires to help understand when/if they are ready to join the general call center populus? Also, are there situations where you use Interaction Analytics either in a score or other fashion to help with skills based routing? Are you identifying behavior strengths that align agents better for a certain type of work within your call center organization?


Session Category :  Executive Sessions  Interaction Analytics Fundamentals