Agent System Optimization

We have observed hundreds of contact center agents in action as they navigate through a single complex, or multiple automation systems to locate information. In addition to increasing Average Talk Time and potentially hold and wait times as well, this common challenge has a direct link to consumer satisfaction.  SBR helps design system specifications and workflow processes from the viewpoint of the employee and the consumer.  We spend hours analyzing work in progress, monitoring contact center calls and observing field sales reps in the marketplace to see how best to structure the system interface for ease of use.

Case Study 1

Case Study 2

Case Study 3

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