Jim Whatton

VP, Solution Consulting Organization Genesys

Thursday, August 13

Thursday, August 13th, 2020

12:45 PM Workshop 11: Race to the Cloud – With Innovations to Keep Your Customers and Employees Happy

Obviously, things aren’t going as planned. But that’s okay. As the sponsor of Indycar driver James Hinchcliffe, we’re inspired by his motto “Challenge Accepted,” and we’re determined to keep things running. Showing up to do our jobs, wherever we may be doing them from, it’s more important than ever to keep things running. Your call center and customer service agents are the voice and face of your company. How they feel about their work has a ripple effect; happy and engaged employees create better customer experiences. 

 

In today’s workshop we will discuss how to simplify their work with enhanced WEM solutions, ensure consistent service with quality tracking and measuring and improve the work at home life of your agent and supervisors. We will also showcase how gamification and new tools around analytics, AI and bots can be a great addition to help keep your employees and customers happy.