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Learn How to be Great - Helping Agents, Supervisors, and Execs Perform


Presented By: Sharpen

Live Date: April 21, 2020. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Ric Kosiba, Chief Data Scientist, and

Adam Settle, Vice President of Product, Sharpen Technologies

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About the Webcast

During this hour, we will look at the math associated with agent satisfaction, agent efficiency and performance, and operational effectiveness—whether in a single contact center or distributed across an at-home network. 

We will discuss:  

  1. how to get agents to self-improve their performance.
  2. executive dashboards for understanding operational performance, and how to use this information to create meaningful training and coaching.
  3. analytic tools for tracking agent performance and efficiency when you can no longer see agents sitting at their desks.

We believe that a happy agent is one who knows they’re successful. Join us to learn how we can make them so.

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.