A recent study indicates that 80% of financial services organisations will be making heavy investments toward adopting and implementing a customer first strategy when doing business. To execute this strategy, these firms will have to create exceptional customer experiences—the kind that boost customer satisfaction ratings. Financial services contact centres face a combination of unique challenges when it comes to delivering exceptional customer experiences, such as blending knowledge and professionalism across a highly regulated complex product portfolio and providing omnichannel service that meets significantly disparate demands across generational chasms.
Driving customer-first initiatives will test the resources of all service operations, and traditional approaches to intraday management will be unsuccessful in meeting customer expectations.
In this 15-minute webinar, you’ll discover how workforce management is on a transformational path to automate manual processes and create agile, real-time frontlines, enabling financial services organisations to meet these challenges as they endeavour to always put customers first.
Lori joined Intradiem in August 2015 and brings with her 35 years of experience in customer relationship management. Lori specializes in maximizing customer care investments by transforming customer service into customer experience brands that provide competitive differentiation. Prior to joining Intradiem, Lori was a Sr. Partner with Customer Contact Insights, a marketing consulting firm. Lori's previous experience also includes Convergys Corporation, Naviant and NCR Corporation.
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.