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Calabrio

Check out this session whether your contact center is plagued by long hold times or whether you suspect a particular agent type (newbies?) are struggling in this area. Join Senior Consultant Robin Butterfield as she walks attendees through how a call study can spot trends and potential issues before they become unmanageable. You’ll learn the standard call study steps of recognizing trends, how to narrow your results, reviewing specific calls, and how to confirm effectiveness once corrective actions have been put in place.