No doubt the healthcare industry is challenging, with ongoing compliance mandates, increased competition, reduced margins and more selective consumers. For healthcare providers, the contact center represents a crucial touchpoint on the customer journey, and your ability to offer a seamless, consistent customer experience can be a key differentiator.
In this 15-minute executive webinar, you'll learn ways to increase the performance of your agents while also decreasing costs, how to address performance gaps and business changes without negatively impacting service levels, and why Intraday Automation is bringing a transformative opportunity to an agile industry subject to constant change.
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.