Head of Commercial Research
Voice of Customer data is always helpful to better understand customer needs, pain points and opportunities for improvement. But have you been able to aggregate and consolidate all of this customer data in a meaningful way? How do you know without a shadow of a doubt that the changes you make to customer touch points are the best investment of time and resources? In this session, hear a case study of successful VOC dashboard implementation and how one organization in particular has transformed those insights into meaningful CX optimization.
So you’ve been able to deliver your agents with the training, insight and capabilities to provide customers with frictionless, personalized experiences. You’ve cultivated a team of empowered, agile agents who can meaningfully connect with customers at all touch points. But what happens when your workforce management processes don’t match the needs of your dynamic workforce? This session explores some of the key workforce management technology and process concerns congruent to the modern agent.