Increasing KPI’s with Speech Analytics

November 6, 2019

Marvie Wright Headshot

Marvie Wright

Director of Leadership/Sales Training

11:20 AM  -  12:05 PM
Compass Rose West

Attend this session to learn from thought leader (and 2018 LISTEN Award Winner) Marvie Wright has she relays her own experiences on moving the agent performance needle quickly through KPI assements using speech analytics. Marvie will share her method for building your bench for monitoring and coaching and the value associated with providing agents with thier visbility into thier own scorecards. She will also discuss the role the executive plays in the ongoing succe and how to best informa all stakeholders, both external and internal.

Session Category :  Fundamentals