Call center agents hold the power of your brand promise in their hands. The moment of truth can be when customers need to talk to an agent after exhausting self-service options. Or, it can be the accumulation of experiences across all channels. As problem calls increase and interaction points expand, companies need to adjust their customer experience strategies to ensure agents are equipped to deliver great service and preserve customer loyalty.
Art Schoeller, Principal Analyst at Forrester Research, Inc., discusses workforce optimization trends that create value and impact the customer experience.
In this webinar, you’ll learn how to:
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.