Your agents make or break the customer experience, but typical contact center practices prevent high performance. Contact centers need agents with brains, not just bodies in seats.
In this webinar, you will learn:
For the customer to have a good experience, you want an emotionally intelligent agent who knows what to do and when to do it. So, what are you doing that's preventing this from occurring?
Our guest speaker, Jim Rembach, senior vice president for Customer Relationship Metrics, LLC, and certified Emotional Intelligence (EQ) practitioner, will help identify new ways for developing high EQ agents for your contact center.
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.