Striking the Right Balance: Workload, Workforce & Customer Satisfaction

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.

Watch webinar video

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

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.

Our panelists

Kerry Turney
Kerry is a contact centre professional with over 10 years’ experience of resource planning, operations delivery and change management. She has worked with multiple different contact centre and WFM platforms, having sourced, implemented and maintained them.
Zoya Naseem - Freshworks
Zoya Naseem
Zoya is a customer success and delight advocate with 10 years of experience in nurturing customers from the initial onboarding phase to value realization.
Chris Dealy
Chris Dealy
Chris has specialized in workforce management for over 20 years. He has written countless articles and hosted many well-regarded webinars on the subject.