Organisations are investing millions of dollars to improve the customer experience. These servicing strategies are tied to an unprecedented number of customer contact points – inbound/phone/outbound/email/chat/social. Consistent customer service delivery is a serious challenge. So is planning for it.
- If you are using the right metrics to measure “customer experience”?
- How effective and accurate your analysis, planning and forecasting is?
This is the second in a brand-new series of webinars, this time highlighting the importance of Workforce Management within your Customer Experience Strategy and the key role that your contact centre can play to deliver Service Excellence.
The webinar on the 2nd July at 14:00 CAT will focus specifically on agent capacity planning and analysis. Interactive Intelligence will give insight into how to optimise contact centre resources and performance in order to get the right number of agents, in the right place, at the right time, to deliver exceptional service.
Kelly Witherspoon, workforce management expert at Interactive Intelligence, will be presenting and the session will be moderated by Deon Scheepers, strategic consultant at Interactive Intelligence.
Register here for the free webinar to learn what your organisation can do to be at the cutting and competitive edge of customer service delivery.
Date: 2 July 2013
Time: 14:00 CAT