Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Walters has worked with a wide range of organizations, including universities and prep schools, banks and credit unions, technology companies, some of the largest financial services companies in the world and countless entrepreneurs. She thinks about how the small experiences we have each day – going to the bank, ordering online, tweeting – create the greater experience of our lives.
Kyle is a thought leader on how a real-time workforce delivers a better customer experience. Before joining Intradiem, Kyle was Chief Operating Officer at TALENThire (workforce management) where he led the company’s growth and recognition as a Georgia Top 40 Technology Company. Prior to TALENThire, Kyle served as Vice-President International for Marketworks (eCommerce) where he played a key role in the Company's 65% annual growth and acquisition. Kyle graduated from Purdue University with a Bachelor of Science in Computer Information Systems and holds an MBA from Northwestern's Kellogg Graduate School of Management.
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.