9am PT / 12pm ET / 5pm BST
Duration: 45 minutes
Have Supervisors Been Left Behind? How New Innovation Will Empower Contact Center Leaders.
Today’s contact center offers many possible options to improve customer experiences such as automation for immediate assistance without agent intervention, powerful routing engines to ensure customers get to the right agent quickly, and tools designed to assist agents to better service customers during their interaction.
But what about the people who lead your contact center? From supervisors to team leads, customer experience officers to quality management specialists, these are the people responsible for ensuring that your agents are putting their best foot forward and customers are being served quickly and correctly.
Contact center leaders wear many different hats, juggle multiple applications, and often struggle with maintaining visibility across the entirety of the organization–all while facing the challenges of managing performance in a hybrid world.
In this conversation, we will explore the unique challenges supervisors face, and how they can be addressed by providing a composable workspace designed specifically for contact center leaders.
Author: Robyn Coppell
Published On: 15th Jun 2023 - Last modified: 30th Jun 2023
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