Maximizing Workforce Efficiency Through Coaching-Driven Optimization
Wednesday Nov 6, 12:00 PM – 1:00 PM EDT — RECORDING
Workforce optimization efforts often focus on reducing the time front-line agents spend off the phones, aiming to decrease handle times and increase first-contact resolution. However, this approach can backfire, leading to undertrained agents who spend more time navigating customer scenarios—essentially achieving the opposite of optimization. In this session, Ed and Jason will explore how prioritizing a coaching-driven approach can yield better business outcomes.
Attendees will learn:
- Why increasing agents’ off-phone time can enhance efficiency
- How to target the right agents with the right coaching strategies
- Ways to foster a culture that balances well-being with optimization
Presenters:
 |
Jason McKay, Sr. Product Manager, CallMiner
Jason has been part of interaction analytics through CallMiner for over a decade, both as a customer on the front lines and as a member of the CallMiner team. As Product Manager, Jason is responsible for making sure that our customers are driving value from our platform through real-time notifications and analytics with Alert and agent performance and quality management through Coach. In addition, Jason has an extensive background in omnichannel analytics, previously as a Business Analyst for CallMiner and in his time as a customer, utilizing Eureka to uncover insights around Customer Experience, Agent Quality, First Call Resolution, Call Avoidance, Sales Efficiency, Handle Time Reduction, and many other topics. Jason is also a certified Six Sigma Black Belt.
|
 |
Ed Matanes, Product Marketing, CallMiner
Ed is a dedicated Product Marketing professional with two years at CallMiner, where he transitioned from sales to Product Marketing. Driven by a desire for personal and team growth, Ed is committed to continuous learning and innovation. Before joining CallMiner, he led a successful team during his time in the United States Army. As a veteran with a passion for teamwork, Ed strives to advance every team he is a part of, fostering collaboration and excellence. Outside of work, he enjoys coaching various sports and spending time with his family.
|