How do you handle more tickets, while improving customer outcomes, without increasing costs? Contact center leaders are being asked to drive greater operational efficiency, but don’t always have the data to succeed. As agents work across more applications and from more locations, including remotely, it is harder than ever to understand how work is done, let alone improve efficiency while keeping up with customer needs. 

This session will share best practices to enable agents for greater productivity and engagement, without blowing up costs. The content comes from research on tens of millions of hours of productivity data captured by Fin’s Work Insights Platform, revealing how contact center teams work across applications and how technology and processes impact outcomes. 

Key Points that will be covered in the session:

• How to use data-driven ways to decrease Average Handle Times around 25%
• Which applications lead to lower agent efficiency and higher tech spend
• How to identify unnecessary manual work or inefficient process flows that slow teams down
• How to discover the “golden path” that agents should take to resolve tickets faster and improve First Call Resolution