Customer service is nothing without service, and service is impossible without people. We cannot exist without customers, so our success hinges on their satisfaction. But what about the employee experience? Shouldn't frontline employees, at the tip of the customer interaction arrow, be given their due?
Customer service leaders who understand how employees work – not just what they do – will make better business decisions and have a bigger impact on productivity and the bottom line. By taking into consideration the employee journey, these leaders can demonstrate their commitment to a people-centric organization. The result is a frontline workforce that’s poised and eager to deliver the best possible customer experience.
In this on-demand webinar, featuring Annette Franz, Vice President of Customer Experience at Touchpoint Dashboard, we discuss how to improve customer service delivery by maximizing employee experience. You’ll learn:
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.