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Calabrio

Quality managers are continually faced with the problem of how to select the right amount of the right calls to score. Do the calls selected actually indicate how an agent is performing? What is the ideal number of calls to score per agent? And should we be scoring more calls now that agents are working from home? Join this session as Product Knowledge Manager Alexander Wareham unpacks how you can increase the number of calls scored per agent each month, without adding additional headcount to your team. Attend this session for an innovative approach that will drive better results while improving the agent experiences.