You’re faced with strategic and structural challenges like never before. Problem is - customer, employee and business demands - keep increasing.
Contact center leaders know it's daunting to drive efficiency and provide positive customer/employee experiences. But, it’s the new norm.
In this event, Dave Thrailkill and Matt McConnell discussed how the implementation of intraday automation in a large global financial contact center improved productivity. And, it wasn't just a productivity play. This strategy improved the workforce as well as service delivery. Watch the archive to hear more results.
With over 20 years of Operations and Financial Management leadership, Dave's repertoire includes strategic planning, business process improvement and technology. He has benchmarked operational standards and metrics, then applied them to other businesses to create a common and consistent language across the contact centers. He's led his team in optimizing staff, processes, and technology to promote an environment which maximizes the customer experience while increasing sales and efficiency.
Matt McConnell is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 250,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor’s degree in industrial and systems engineering.
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.
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.
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.