Get ready to take the biggest pain points you associate with managing a frontline workforce—unexpected fluctuations in customer demand, balancing agents across channels, making time for agent training—and turn them on their heads.
New research breaks down the successful practices of leading companies. And, the resulting metrics in customer experience and operational efficiency are game changing!
In this 20-minute Executive Webinar featuring guest Bob Fletcher, former EVP Deutsche Telekom, you’ll discover the strategies that separate the leaders from the rest, AND learn:
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.