Better Data Drives Agent Productivity & Efficiency
Empowering contact center excellence for 30 years!

Better Data Drives Agent Productivity & Efficiency

Date: Wednesday, December 11, 2013

Speakers: Sarah Stealey Reed, John Neely


Watch or download the Educast below.

Learn how the data challenges facing contact centers impact our agents and our customers, and how you can improve agent productivity and efficiency through better data.

Is your contact center experiencing data overload?  Recent ICMI and Whitepages PRO research indicates that one-quarter of contact centers are.

In the late Summer of 2013, the International Customer Management Institute (ICMI) conducted a research study to better understand how contact centers are turning big data into actionable data.

This new research, along with other current ICMI data, will provide contact center professionals with the materials they need to properly map their customer journey and plan their multichannel data enhancements for 2014. To be competitive, organizations must better use customer and agent analytics and be able to react to them quickly and efficiently.

Related Research Report

Related Complimentary Whitepaper

Related Comlimentary Webinar


Click here to download the educast to your computer. (Right click and save the file to your desktop)


Sarah Stealey Reed

Sr. Manager, Workplace Services Call Center, Deloitte Services LP

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed


John Neely

Account Manager, WhitePages Pro

John has over 25 years’ experience partnering with customers and ensuring they get the most out of their products and services.  Additionally, he has managed both support and fulfillment call centers for customers like Cisco/Linksys, Netgear, Fingerhut and Target. As a founding employee of Internet pioneers PSINet and Verio and more recently at QL2, an industry leader in providing competitive data,John has managed all aspects of the customer experience.  As the owner of Operations Experts, he provided consulting service for Microsoft and Internet media companies.  John has a MBA and BSBA from West Virginia University.

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Topics: Metrics


If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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