With the emergence of chat-bots, customers can now self-serve when it comes to simple requests they previously made of agents. Agents now field increasingly complex inquiries, so upping their efficiency means more than getting them to talk, search and type faster; it means training up their attitudes and aptitudes.

In this session, we’ll discuss how to make every minute count with traditional time management tools, like forecasting and scheduling, and with automated Quality Management and Speech Analytics tools that help you equip agents to perform at their optimum in every customer interaction.