Market leaders are waking up to the strategic role of the contact center in building brands and loyalty. As customers become increasingly powerful, differentiation is defined by how customer-obsessed a company is across all departments and touch points.
And yet many contact centers today are weighed down by legacy silos and sluggish approaches to resource management. They’re dependent upon a tangle of systems, processes, and policies that were cobbled together over decades. And their interactions with customers are largely based on reactive responses to incoming issues. As a result, the customer experience they deliver is one of happenstance — varying from employee to employee and from customer to customer.
Contact center leaders need to take a proactive approach by intentionally defining the experience they want to deliver. It’s time to walk the walk or suffer the consequences of an accidental customer experience.
This on-demand webinar features Kerry Bodine, customer experience expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business. Kerry explains the proactive approach to designing and managing the customer experience and provides answers to these questions:
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.