Webinar video

Striking the Right Balance: Workload, Workforce & Customer Satisfaction

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Fantastic customer experience is about engaging in more meaningful conversations every day, across every channel, with every customer. That won’t happen unless you have a powerful contact routing platform. But that’s not the end of the story, especially in the era of high inflation and a dispersed workforce.

Your employees are the most critical part of the customer experience. And staffing costs typically make up at least 80% of the total cost of running a customer service operation. Wouldn’t it be great if you could optimize the deployment of your most valuable resource? That’s where workforce management (WFM) comes in.

Our Panelists

Kerry Turney- Thomas Cook Kerry Turney
Zoya Naseem - Freshworks Zoya Naseem
chris-dealy Chris Dealy

What our attendees say

I don't know if I missed these seminars before, or they were less frequent, but I find these absolutely worth my time.
Provided some good tips which I can use in my daily work. Totally worth it!
I've really enjoyed the webinars, always good to see how other people do what they do - and to keep up with what's going on with my peers.

What you will learn

  • Strategies to put in place to improve customer experience, boost agent engagement and reduce cost
  • The benefits of integrating WFM with a customer service platform
  • What to look for when choosing a customer service platform and a WFM system