For many leaders, keeping agents engaged is an ongoing challenge. And when turnover is constant, it's hard to maintain positive momentum. That can spill over to other areas of your business.
But with so many organizational priorities at play and limited resources, what happens when the purse strings tighten and goals around service level prevail? Do your efforts on agent engagement take a hit? As a leader and changemaker, how do you keep these fundamental initiatives afloat?
This topic of leading change is universal, irrespective of industry. Because it's not enough to just have the vision, the real work comes from putting that vision in action. In our "Lens of Leadership" series, our hope is to provoke interesting dialogue by bringing in our own internal changemakers to spark a different perspective.
Please join us for a discussion on leading agent engagement, in order to:
Gain leadership insights from another changemaker and see what parallels you can draw to your own leadership philosophyHear discussion around how to position agent engagement and build internal buy-inGet ideas on how other contact center professionals demonstrate value from their agent engagement programs
Ted is a resourceful, creative leader that is both sales-goal oriented and customer centric. He has more than 15 years of contact center experience, which includes managing the training and development segment of an international consulting and training company specializing in the call center industry.
What makes him a changemaker?He takes a people-first approach. You won’t find many others with a business background that traverses sales, field operations and contact center training, who also happen to have a Ph.D. in Adult Education. It’s what makes Ted’s perspective on people management and team building unique.
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.