"Using At-Home Agents to Optimize Your Workforce"
Presented November 6, 2008
Roger Lee, Director, Customer Interaction Solutions

Contact center managers are looking for creative ways to cut costs while still maintaining a successful workforce. In this recorded session, Roger Lee discusses the benefits of an at-home agent model, as well as the challenges of making at-home agents a valuable addition to your workforce. He also provides best practices for altering current evaluation, coaching, and motivation programs to deliver balanced monitoring and development programs that meet the needs of all agents.

"Solving Everyday Business Problems with Analytics"
Presented September 23, 2008
Roger Lee, Director, Customer Interaction Solutions

Speech analytics may help you solve your most daunting business problems--from improving call quality to increasing sales to simplifying contact center processes. In this recorded webcast, Roger Lee, Director Customer Interaction Solutions, discusses how to successfully leverage speech analytics to gather customer intelligence and understand the root causes of your business problems in order to overcome them.

"Interaction Analysis: Utilizing Customer Interactions as a Strategic Asset"
Presented July 30, 2008
Roger Woolley, VP Marketing, Autonomy etalk

Speech analytics is the key to unlocking customer intelligence and leveraging it as a strategic asset in your enterprise. View this recorded webcast to hear Roger Woolley, VP Marketing for etalk solutions, discuss the various methods of speech analytics, applying speech technology to your business objectives, and maximizing the value of your customer interactions.

"How to Develop Effective Coaching Programs for Maximum Results"
Presented May 2008
Roger Lee, Director Business Consulting, Autonomy etalk

In this webinar, Roger Lee discusses ways to maximize contact center resources and technology and address strategies for developing effective coaching practices that foster continuous improvement in your coaches and your agents.

"What is eDiscovery and Why does it Matter to the Contact Center?"
Presented February 26, 2008
Matthew Storm, Product Marketing Manager, Autonomy etalk and Michael Gaines, Product Marketing Director, Autonomy-ZANTAZ

In this webcast, Matthew Storm and Michael Gaines discuss recent changes to the Federal Rules of Civil Procedure (FRCP), offer best practices for meeting eDiscovery requirements, and help you understand the legal impact these regulations can have on your contact center operations.