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National City Mortgage Improves Agent Performance With Avaya and Syntora Contact Center Solution
Overview The challenge was how to improve agent performance, which was measured by several indicators - including talk time, quality of service, collections results and after call processing time. Prior to adopting Syntora's Agentivity solution, National City Mortgage was only able to give agents feedback on their stats the next day or at month-end, using traditional reporting methods. This methodology was failing because it put the stats "Out of sight, out of mind." There were no immediate consequences for failure to perform and no immediate benefits to superior performance. The solution selected includes the Avaya Call Management System (CMS) and Avaya Predictive Dialing System (PDS) combined with Syntora Agentivity Analytics and eLearning.
| Publisher | Avaya | File Format | |
|---|---|---|---|
| Date Published | September 2006 | ||
| Format | Case Studies | ||
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