Date: Thursday, April 30th, 2009
Time: 2:00 PM, Eastern Time/ 11:00 AM Pacific Time

When the contact center is the main channel to the customer, it's imperative to look beyond basic measurement and leverage advanced analytics to optimize agent performance and improve customer experience. Actionable metrics to improve agent performance distinguish those firms that achieve their contact center goals and those that struggle.

Join Knoa Software for a live, informative discussion on how end-user experience management is fast becoming the key to improving your customer experience. Attend this webinar to learn how to:

• Identify barriers to agent productivity with end-user monitoring
• Shave seconds from call times by analyzing agent workflows
• Use end-user metrics in a comprehensive contact center performance management

This webinar will showcase a global telecommunications company that raised the productivity of 300 call center associates by 25%, for a recurring annual productivity gain of over $3 million.