From social media interaction to customer relationship management improvement, your contact center agents will now need to excel across multiple channels in order to successfully create the contemporary customer experience. But insofar as the demands of the modern contact center require agents to go beyond their initial job description, if not their skill levels, their original training, performance benchmarks and incentives no longer apply. With ongoing challenges related to recruiting and turnover compounding the issue, the evolving vision of the call center threatens to build another rift between management and the CSR. This fast-rising hurdle can only be overcome with a re-engineered strategy for workforce management, a proven one of which will be highlighted in this session.
Upcoming Events
Customer Contact Week Asia 2024
July 16 - 19, 2024
One Farrer Hotel, Singapore
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Chief Experience Officer Exchange July 2024
July 17 - 19, 2024
The Guest House at Graceland | Memphis, TN
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CCW Executive Exchange August 2024
August 14 - 16, 2024
The InterContinental | New Orleans, LA
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