Agent Optimization

EthosIQ provides an in-depth analysis of your current agent environment, scrutinizing staffing levels, agent skills, self service strategies, and routing algorithms.  Effective intelligent routing relies on an ever-changing, intuitive model.  If your routing rules are outdated and potentially obsolete, we can refine the set of rules to get your contact center back in sync with the goals of your business. 

The Agent Optimization program is designed to:

Recommend key steps to maximize agent skills

Reduce hold times and  abandoned calls

Increase caller satisfaction levels

Leverage existing infrastructure

Realize operational cost savings and increased revenues