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.
Learn about the micro-moments in the contact center, and the small ways you can impact meaningful change. Guest speaker, Jeannie Walters, founder and CEO of 360Connext and TEDx speaker, specializes in customer and employee engagement, and will take you through several examples of micro-interactions gone wrong and how to create moments that matter.