The Director’s Cut - Aligning Four Perspectives in Today’s Complex Contact Center

About the Webcast

Every great film tells one story from multiple angles. In this webcast, we’re taking that same cinematic approach… the “set” is your contact center.
The opening shot: one organization, four stakeholders—customers, agents, executives, and operations—each living the same reality but seeing a different movie. And at the center of the storyline? The quest for a faster, friction free, smarter customer experience.
We open with the customer’s arc: Why do I have to repeat myself? How fast can my  problem be solved—no matter the channel?
Cut to the executive storyline: Are we delivering a consistent experience? Where should we invest? How do we scale without burning out our people—or burning through our budget?
Then it’s time for the operations “behind the scenes” reel: Do we have the right people at the right times? Why are service levels slipping? Where is work getting stuck?
Finally, we bring in the agent and supervisor perspective—the frontline reality: Do I have the tools, information, and support to succeed? How am I being measured? Is this workload sustainable?

As these four narratives unfold, we’ll spotlight where priorities collide, where expectations drift, and where opportunities are hiding in plain sight. 

Key takeaways:

• The biggest questions customers, agents, executives, and managers are asking—and what’s driving them
• How to spot (and fix) stakeholder misalignment before it impacts performance
• Practical strategies to improve experience, efficiency, and employee engagement
• Where AI, automation, and modern WFM can meaningfully close the gaps
• A clear framework for unifying all four perspectives into one powerful service vision

Meet the Directors: Donna Fluss, President, DMG Consulting LLC; Natalie Perez, CEO & Founder, Cisne; Sheri Greenhaus, Managing Partner, CrmXchange

Directors will take audience questions during the session.