Debunking the Myths of Good Enough CX (Webinar)

CX Grand Slam Webinar Series: Webinar 1 of 4 It’s a fact—customer experience is the X factor in driving revenue, retaining customers and maintaining a competitive advantage. Your contact center sits on the front lines delivering CX every day. Make sure they have what they need to knock it out of the park.

The latest breed of analytics tools are capable of providing a veritable firehose of data. The question is, how can you turn that firehose into the firepower needed to drive real change to achieve your business goals? Hear from industry experts as they share key trends and insights on how analytics can be implemented in your organization in a relevant and actionable way.    

Many customer contact organizations have implemented Workforce Engagement (WEM) as an operational strategy to improve the performance of customer care professionals once they are on the contact center floor. However, an agent’s relationship with a company begins well before he or she handles their first interaction. Therefore, a sound WEM practice starts well before then with the recruitment and hiring of agents who demonstrate the necessary skills and abilities to be successful. In this paper you will learn ways to ensure your recruiting practices accurately reflect the true requirements of your call center positions and how operations and talent acquisition can more effectively collaborate to drive up operational performance and drive down attrition and turnover.