It’s no secret that efficiency drives results - not just to the bottom line - but for customer satisfaction. The back office plays a key role in driving company success, but many businesses don’t have a clear line of sight into what’s really happening in the back office or how best to manage back office time and resources.
Recent research by Aberdeen Group shows that 56 percent of top performing companies are revamping their back office processes to be more efficient. How about your company?
Omer Minkara, Research Director at Aberdeen, shares the secrets for driving productivity and performance in the back office. During this interactive discussion, you will learn more about:
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.