Contact center webinar

Webinar: Secrets to Increasing Contact Center Capacity and Efficiency

“There isn’t enough hours in the day to get my work done.” Sound familiar? Contact centers are continually asking their staff to do more without adding headcount. It can be an overwhelming task, but is one that’s critical to the success of every organization.

Join me on an upcoming ICMI webinar that will explore staffing techniques, planning best practices, process optimization strategies, and technology shortcuts that will enable your existing staff to handle higher workloads – without the obvious risks of agent burnout, increased error rates and lowered quality expectations.

Optimizing the Contact Center: Secrets to Increasing Your Team’s Capacity and Efficiency

December 8th — 1:00 pm Eastern Time

I have the pleasure of joining an esteemed group of speakers including:

jeremy-hyde  Jeremy Hyde, Board of Directors, Midwest Contact Center Association

Jeremy Hyde has over 10 years experience working in both inbound and outbound contact centers. In his current role he is responsible for vendor management and process oversight within the contact center for Ucare, a MN based health plan. Jeremy also serves on the Board of Directors for the Midwest Contact Center Association which aims to bring together a network of peers focused on collaboration and education. Jeremy is passionately focused on employee development, team culture and customer experience.

justin-robbins  Justin Robbins, Group Community Director, HDI and ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he’s coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He’s a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets.

To register for the webinar, please visit the ICMI registration page here.

Webinar

About Roger Lee

Roger Lee
Roger Lee, aka Dr. WFO, is an evangelist for Workforce Optimization and influences the strategic direction for our Qfiniti product suite. He brings 20+ years of industry experience managing contact centers, consulting and selling to contact centers. Roger's broad experience, coupled with an infectious passion for customer care, gives him a distinctive perspective that is always valuable. Roger advocates for balance, regularly touting the necessity for equal focus on people, process, and technology throughout all customer service initiatives.

Check Also

Contact Center Coaching

Stale Coaching Programs in the Contact Center

As I travel and speak with contact center leaders around the world, a very vocal …

GDPR

Disrupt Yourself – Personalized Marketing in the age of General Data Protection Regulation (GDPR)

In early March, as part of an overall webinar titled New EU Policies Will Transform …

Leave a Reply

Your email address will not be published. Required fields are marked *