Attracting new customers is exciting and rewarding, but too often companies aren’t taking the same attitude toward keeping customers — and keeping them engaged. How much effort is required of your customers to do business with you? And how much effort is required of your frontline staff to deliver good customer service?
Jim Tincher, Mapper-in-Chief with Heart of the Customer, shows us how to align both customer and employee journey maps to discover “pinch points” affecting customer experience. We'll also look at how to address those key moments of truth to automate otherwise manual tasks and processes that limit effectiveness so your agents are more prepared to service your customers.
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.