Today's customers are more dynamic and have more interaction points at their disposal. And a large portion of those interactions (many of which occur within the contact center), will come to define the customer experience and your brand—making the role of contact center agent even more of a competitor differentiator.
Join us for a conversation with Art Schoeller (Forrester Research, Inc.) as he discusses how a customer that reaches his or her 'escalation point' contributes to the increasingly complex nature of calls coming into the contact center, where omni-channel operations require more complex processes to manage. As a result, contact center operations and workforce management teams must evolve in order to keep pace with customer demand while meeting key organizational goals.
In this webinar, you'll hear more from Art's recent report, "Build an Outside-in Contact Center Road Map," as we explore the shifting roles of the contact center. This change calls for WFM and contact center operations to drive strategic change and lead the charge.
In his current role at Forrester, Art Schoeller supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises. His 35 years of experience span the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping it establish its early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent.
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.