For many contact center leaders, the biggest challenge doesn't rest exclusively on increasing agent engagement or even raising the level of customer experience—it comes from doing so, while simultaneously cutting costs. But, how do you escape the quandary of doing more with less?The good news is that costs and service don't have to be mutually exclusive.
To cap our Lens of Leadership webinar series, we're bringing all the pieces together and discussing ways in which you can leverage your workforce optimization strategy to lead the charge on two seemingly competing priorities.
Join us for another discussion on leading change as we chart the course for how you can leverage your workforce optimization strategy to achieve a better customer experience and reduce costs at the same time!
Scott is problem solver with a knack for helping customers achieve financial results that meet their operational objectives. With over 30 years of progressive global experience in sales leadership, he’s used his strategic, impactful thinking to help clients establish business direction, cut costs, and increase productivity.
What makes him a changemaker?
Scott is no stranger to competitive, fast-changing environments—in fact, he thrives on the challenge. Those who’ve worked with him cite his honesty and genuine desire to build relationships as his superpower—he always looks to do things with the best interest of his customers and his team in mind.
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.