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How Are My Agents and Supervisors Performing? Is My Contact Center Achieving Its Mission?


Presented By: Sharpen


Presented by: Ric Kosiba, Chief Data Scientist, and

Adam Settle, Chief Experience Officer, Sharpen Technologies

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About the Webcast

In this webcast, we discuss a series of important business questions. How do we know whether our agents are performing well? Are they gaming our metrics? Are my centers efficient? And, more importantly, is our center network achieving our mission?

We will discuss: 

  • Math and models used to determine agent and group effectiveness
  • Ways to visualize (graph) performance to find trends and outliers
  • How to understand center effectiveness without benchmarks

About the Presenters

Ric Kosiba, Chief Data Scientist, Sharpen Technologies

Ric is responsible for developing data-driven initiatives to optimize agent performance and to use Sharpen's fantastic reporting tools and data layer to enhance the customer and agent experience. Prior to joining Sharpen in 2019, Ric co-founded Bay Bridge Decisions Technologies in 2000, where he developed the contact center industry’s first “what if” decision engine, a complex set of algorithms designed to forecast proper staffing levels. Ric received a Ph.D. in operations research from Purdue University.

Adam Settle, Chief Experience Officer, Sharpen Technologies

Adam is an experienced education professional skilled in Sales, Coaching, Team Building, and Training. He is a strong facilitator, combining his study of education with experience from his time as a trainer at Apple and Angie’s List. At Sharpen, Adam and his team create the connection between advanced technology and the understanding required for clients to take advantage of its potential.