Findings revealed by Calabrio Desktop Analytics help contact center leaders shorten hold times while increasing agent engagement. GOAL A leading provider of business information services, Thomson Reuters products include highly specialized, information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news service—Reuters. Contact center leaders wanted to understand how the introduction of remote agent onboarding and training, due to COVID-19, was affecting their business. Using Calabrio Analytics, they identified calls with long and multiple hold times, then worked to identify the reasons behind the call holds, with the goal of eliminating them. ANALYSIS & KEY FINDINGS Leaders started by analyzing a group o

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