When you’re operating in a complex, multi-channel environment and constantly being asked to do more with less—it usually means quality suffers. Your agents are less engaged, customer experience takes a hit, and it all impacts the bottom line. But what if you had a way to reduce costs AND improve service?
A recent study by Aberdeen Group shows significant performance gains in areas like FCR, agent productivity, and customer satisfaction from organizations leveraging the power of intraday automation.
Please join us for a webinar with guest speaker Omer Minkara, Research Director at Aberdeen Group, and find out why strategic business leaders are recognizing intraday automation as a critical need that produces results oriented innovation. During this interactive discussion, you will learn more about:
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.
Learn about the micro-moments in the contact center, and the small ways you can impact meaningful change. Guest speaker, Jeannie Walters, founder and CEO of 360Connext and TEDx speaker, specializes in customer and employee engagement, and will take you through several examples of micro-interactions gone wrong and how to create moments that matter.