Home > Live Webcasts

From Good to Great - Elevate Customer Experience with Workforce Management and Omnichannel Engagement

injixo and Freshworks

Presented By: injixo and Freshworks


Presented by Ashley Kalcic, Account Executive, injixo,

Catherine Schlesser, Consultant, injixo, and

Anshita Verma, Lead - Solution Engineer, Freshworks

Please sign in below to continue

About the Webcast

Providing an exceptional customer experience is critical for businesses to succeed in today's competitive marketplace. However, offering support through various channels can create complexity and inefficiencies, resulting in less-than-ideal customer interactions and unhappy employees, which can ultimately impact your bottom line.  

In today's digital age, customers expect seamless customer service across all channels. That means that agents need efficient tools to work through tickets, switch channels, and better manage customer issues for a positive work environment and enhanced customer experience. And it means you need to efficiently forecast, schedule, and manage in real-time across all channels.  

Join this session to learn how to take your customer support from good to great.   

  • Hear practical tips and best practices for managing your customer support channels and workforce effectively. 
  • Discover how to provide exceptional support across all channels, including phone, email, chat, social media, and more. 
  • Learn how WFM that is tightly integrated with CRM enables you to maximize efficiency while focusing on what matters most: your customer experience and the health and happiness of your people.


About the Presenters

Ashley Kalcic, Account Executive, injixo

Ashley has over 12 years experience in workforce management and has worked with hundreds of clients, from small contact center organizations to large Fortune 500 companies. Her focus is helping contact centers achieve their goals by identifying opportunities for improvement, including training engagements to increase employee performance, and technology projects to help drive operational efficiencies and reduce costs. Ashley’s superpower is relationship building.

Catherine Schlesser, Consultant, injixo

As an expert in contact center management and training with over 20 years of experience, Catherine understands contact center challenges and how workforce management can help solve them. As an injixo Consultant, Catherine  supports customers by developing and implementing solutions that support their success.

Anshita Verma, Lead - Solution Engineer, Freshworks

Anshita has been leading solutioning for the Freshworks suite of products in Latin America and North America partnerships with an expertise in ISV integrations. She has designed and implemented playbooks for the Freshworks partner ecosystem and has helped in scaling and optimizing the overall conversion for the business by driving strategic initiatives and enablement.