Painting agent portraits with interaction analytics

November 4, 2016

Charles Felsberg - AMCOL Systems

Charles Felsberg

Auditing Manager

Shawn Feaser

Shawn Feaser

Manager of Business Interaction Analytics

1:45 PM  -  2:45 PM
Opal Sun
Advanced Engagement Analytics - Analyst

Attend this session to hear how two different analysts are leveraging analytics to profile agents – one for better matching agents to types of consumers/callers, and the other for agent retention purposes.

Session Category :  Advanced Customer Engagement Analytics  Analyst Sessions