Externally, BPOs face mounting pressures from client expectations that demand better service delivery to more channels, service level compliance, and better agent performance—all at a competitive price point. Internally, it's a battle against agent attrition, shrinkage and compressed margins.
In this environment, how can BPOs overcome the internal and external pressures to stay competitive?
It starts with addressing the inherent inefficiencies in workforce management. It might seem simple, but by doing so, you can transform your business operations from manual to reactive—giving you the agility to strategically address specialized client needs.Join us for a 20-minute webinar with industry expert Bob Fletcher, and find out how you can see a dramatic improvement in your bill-to-pay ratio, agent engagement and your customer experience across all communication channels.
Kyle is a thought leader on how a real-time workforce delivers a better customer experience. Before joining Intradiem, Kyle was Chief Operating Officer at TALENThire (workforce management) where he led the company’s growth and recognition as a Georgia Top 40 Technology Company. Prior to TALENThire, Kyle served as Vice-President International for Marketworks (eCommerce) where he played a key role in the Company's 65% annual growth and acquisition. Kyle graduated from Purdue University with a Bachelor of Science in Computer Information Systems and holds an MBA from Northwestern's Kellogg Graduate School of Management.
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.