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.
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.