NOTE: This event has already taken place. See below for recording and event description.

Download the slides | Contact center discussion series: How best-in-class contact centers approach quality and planning (PDF)

During this webinar, Tim Montgomery, a 30-year veteran of contact centers and founder of Alamo Cloud Solutions, will share and offer insights on proven contact center best practices. We’ll explore new and creative ways to have the capacity discussion, discuss quality assurance programs that front-line agents love, and highlight simple metrics that can transform the culture at your contact center.

We’ll cover:

  • How to move metrics into action
  • Workforce management 101 for all leaders
  • Quality monitoring done for agents
  • Technology trends that are making quality assurance and workforce management easier for everyone

This webinar is the second installment in our contact center discussion series. To review the first part of this series, check out the recording from The best of today’s contact center technologies and where the industry is moving.

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