Roughly 60 percent of call center organizations already use home workers in some capacity today. And that’s forecasted to be 80 percent by the end of 2013.
To ensure your program scores big with customers, agents and the business, it’s important to implement the game-changing strategies that bring on big ROI. Learn the latest trends – from effectively managing remote agents’ performance to micro-shift scheduling and help desk tactics – and score big returns for your call center.
In this webinar, Michele Rowan, President of At Home Customer Contacts, discusses:
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.