Supporting HR Functions with Interaction Analytics

October 27, 2017

Shawn Feaser

Shawn Feaser

Manager, Interaction Analytics


2:00 PM  -  2:50 PM
Opal Sun
Interaction Analytics Fundamentals - Executive

This session will cover how you can use Interaction Analytics to measure and improve new hire training. Are there QA augmented processes put into place or automated scorecards with gradiant score requirements for your new hires to help understand when/if they are ready to join the general call center populous? Also, are there situations where you use Interaction Analytics either in a score or other fashion to help with skills based routing? Are you identifying behavior strengths that align agents better for a certain type of work within your call center organization – like merit increases, warnings, and more?


Session Category :  Advanced Customer Engagement Analytics  Executive Sessions