The responsibility for engaging and motivating agents typically falls on the shoulders of contact center supervisors. But if they spend 40 percent of their time in meetings and only 10 percent coaching, how can they proactively coach agents to ensure that they’re motivated and engaged? And, is your center fully optimized to give agents the time they need to spend with coaches?
To distinguish your center as a best-in-breed contact center, monitoring agents and delivering valuable feedback in real-time is essential.
This on-demand webinar features guest speaker, Melissa Kovacevic, a Customer Experience and Coaching Consultant for over 30 years, who explains how to leverage real-time coaching and monitoring to improve agent engagement as well as the customer experience. In this webinar, attendees will 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.