The process of building a culture of service has to start from within. There's a proven correlation between happy employees and a better customer experience, or put simply, your internal culture reflects externally.
In the first part of our Lens of Leadership series, we talked about leading the charge for agent engagement, because establishing a solid frontline is foundational for building a culture of service excellence. How do you build on those principles to further enhance the customer experience? How do you build time in your day-to-day to move beyond the tactical, fire-fighting mode to effectively lead change?
Join us for an open discussion on what it takes to build a culture of service. Led by our internal changemaker, we'll discuss some of his leadership challenges in the context of change management to provide you with a different perspective. You'll also hear about ways to position customer experience initiatives alongside organizational goals, and get ideas on how other contact center professionals demonstrate value from their customer experience initiatives.
Corey is a dynamic leader with a passion for customer success. His ability to keenly assess customer needs and translate them into actionable solutions that address key business objectives has made him a valuable partner to senior executives around the world throughout the course of his career.
What makes him a changemaker?People who work with him tout his ability to influence and energize his team. And that, paired with his unwavering drive to deliver value to his customers and help them solve real problems, is a powerful combination.
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.