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Best Practices - Workforce Strategy - Optimization and Engagement

CrmXchange

Presented By: CrmXchange



August 7, 1pm Eastern

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

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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.

    Andrea Matsuda, Head of Product Marketing, Workforce Management, NICE

    Andrea has spent the majority of her career in the contact center world. After graduating from the University of Nebraska-Lincoln, she joined TD Ameritrade as a multi-channel customer service agent. While at TD Ameritrade, she  advanced her career into workforce management. Andrea further advanced her workforce management career when she moved to Toast Inc, where she would eventually become the Senior Manager of the Workforce Management department. Today, she is fortunate enough to fulfill her passion of story telling in marketing for the workforce management industry at NICE, Ltd.