There are disruptive forces at work that can derail any customer experience program. Social influence, engagement, access, awareness, and time need to be managed to sustain customer experience efforts. And, contact center professionals know better than most about the forces that interfere with the customer experience: A skilled agent sits idle in the wrong queue while customers continue to hold... A winter storm causes outages and keeps agents from work...the list goes on...
Watch this webinar archive, featuring guest speaker Flavio Martins, VP of Customer Support at DigiCert, Inc. to learn:
Love to geek out about data? So do we! We're digging into customer contact data from the 2016 U.S. Election as well as other planned events like the Olympics and the SuperBowl. We invite you to join our hosts, Dave Thrailkill and Matt McConnell, as they dissect the data and discuss observations and impacts from different industries. You’ll get insight from other professionals in the audience and hear from our special guest speaker who will discuss his experience on how planned events are handled at a major financial organization.
This 30-minute executive session featured Dave Thrailkill, Senior WFM Leader. He joins our CEO Matt McConnell, and together they review how a recent event impacts business across industries and provide insights and tips for increasing contact center productivity without increasing budget.
NewGen WFM is about embracing the changes that are reshaping the contact center landscape from an employee, customer and business point of view, and it also describes the push toward technological innovation with better WFM functionality that includes new intraday management capabilities. In this webinar, guest speaker, Donna Fluss, analyst and founder of DMG Consulting, will discuss the major cultural shift that is already underway, in what she has coined as the "uberization" of WFM.