Join us for a 20-minute webinar and learn how intraday automation can help you improve the overall customer experience and maximize operational efficiency. You'll discover how your customer service contact centers – as well as in-store operations – can use this technology to monitor, track and communicate important updates in real-time throughout the day.
For retailers, the challenge is to keep up with high demand while providing exceptional customer service. This means managing spikes in call volume, training employees, updating scheduling and staffing levels, and balancing interation channels. In this 15-minute webinar, you'll learn how intraday automation can help customer service contact centers and in-store operations improve customer experience and maximize operational efficiency.
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.