According to Nielsen, eight out of every ten American workers report being stressed by at least one thing at work. Long commutes, too-heavy workloads, feeling overtaxed coupled with stagnant pay, and poor work-life balance, to name a few.
Contact centers have unique stress triggers that affect efficiency and overall business success. Conflicting demands between improving operational efficiency and maximizing customer satisfaction, plus working in a fast-paced, unpredictable environment with ambitious performance goals; contribute to the lack of pride contact center employees often associate with their position.
Stress in the workplace is a real concern with substantial downside for the business. Poor employee morale that translates into bad customer experiences and costly attrition…. Health issues that contribute to absenteeism and insurance costs.… Lower productivity and operational efficiency…. It’s real and cannot be overlooked. Is it any wonder that, on average, contact centers in America record an employee attrition rate of 33%? It doesn’t have to be that way. There is a game-changing solution to address performance and stress in the contact center, but it requires rethinking your operations.
Join us for a 20-minute webinar where you will learn how real-time intraday automation is the critical missing link your business needs in order to:
— Calm the unpredictable nature of the business that negatively impacts both customers and employees
— Close the gap between rising customer expectations and the ability of your operations to meet customer demand
— Finally achieve service and performance goals while also increasing employee morale and retention
Jennifer Lee has over 15 years of experience in the contact center industry and more than a decade of experience as a people leader. She began her career in contact center management in the BPO space, serving as a senior client services manager for a Fortune 100 telecommunications client and successfully growing the account to over $100M in annual revenue over a four-year period. Throughout her career, Jennifer has served in a variety of roles in the contact center space, including operations, quality, workforce management, and client services. She also has field experience working with a variety of ACD and WFM platforms and a proven track record of exceeding key performance targets.
Lori joined Intradiem in August 2015 and brings with her 35 years of experience in customer relationship management. Lori specializes in maximizing customer care investments by transforming customer service into customer experience brands that provide competitive differentiation. Prior to joining Intradiem, Lori was a Sr. Partner with Customer Contact Insights, a marketing consulting firm. Lori's previous experience also includes Convergys Corporation, Naviant and NCR Corporation.
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.