White Papers

Driving Model Agent Behaviors With Avaya IQ

Overview Avaya IQ Agent Behavior Reporting identifies best and worst contact interactions in real time. Instead of drowning in statistics, have the analytics to unveil hidden behaviors. With Avaya IQ one can determine the root cause, and then take the appropriate action to drive model agent performance, enhance customers' experience, and improve bottom line. This paper explains how contact center managers can use Avaya IQ to turn a spotlight on individual agent behaviors. With these insights, one can catch frustrated or burned-out agents before one lose them or they cost business. Avaya also identifies best agents, so one can reward them and use them as positive behavior models.

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Publisher
Avaya
File Format
PDF
Date Published
Aug 7, 2009
Format
White Papers
Topics
Call Center - Contact, Customer Support Services

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