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Best Practices - Workforce Strategy - Optimization and Engagement

Presented By: CrmXchange

August 7, 1pm Eastern

Panel includes Donna Fluss, Founder & President, DMG Consulting LLC and Calabrio

About the Webcast

In today’s customer-driven landscape, delivering actionable insights is key to transforming call center operations from reactive support hubs into proactive engines of efficiency and customer satisfaction. Just a few items we will discuss:

How to identify key performance metrics that drive call center efficiency and customer satisfaction.
Best ways to use analytics to uncover hidden trends in customer interactions.
Breaking down data silos to create a unified view of customer journeys.
Empowering agents with real-time guidance.
Optimize training and coaching with performance-based analytics.

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About the Presenters

Donna Fluss, Founder & President, DMG Consulting LLC

Donna Fluss, Founder and President of DMG Consulting LLC, provides a unique and unparalleled understanding of the people, processes and technology that drive the strategic direction of the dynamic and rapidly transforming contact center and back-office markets. As the foremost analyst and visionary dedicated to the contact center and back-office markets, Donna has provided expert guidance for over 30 years to technology leaders as well as disruptive newcomers, investors, and enterprises that want to build next-generation AI-enabled contact centers.