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WEDNESDAY, SEPTEMBER 27 - 11 AM PT / 2 PM ET
 
Workforce optimization (WFO) solutions are essential for helping to create more productive agents through better training and coaching. Better-prepared agents directly translate into better customer experiences.

Join us on this educational webcast with our experts from NICE and OpenText and learn from research conducted with more than 500 customer service representatives (CSRs) on the root causes of agent performance issues and how to address these issues with more targeted and relevant training.

We will discuss these areas:
  • the insider tips for customer service improvement based on insights from the CSR research;
  • how you can apply these insider tips to improve customer experience and CSR engagement;
  • why customers reject surveys and how to avoid the pitfalls of survey fatigue;
  • how to pinpoint the types of interactions that warrant a "listen" approach to collecting feedback rather than surveys; and
  • how surveys should be used alongside quality monitoring for effective coaching.
Invest 60 minutes of your time and learn how you can improve your CSRs' ability to drive better customer experiences.

REGISTER NOW to view the webinar Workforce Optimization for More Productive Employees and Happier Customers.
 
PRESENTERS
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Chris Bauserman
VP, Product Marketing
NICE - inContact
 
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Roger Lee
(aka Dr. WFO)

Principal Evangelist
OpenText
 
MODERATOR
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Bob Fernekees
Publisher
CRM magazine
 
 
 
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