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.
In this webinar, you will learn
- The strategies you need to improve customer experience, boost agent engagement, and reduce cost
- The WFM journey that Thomas Cook went on, the lessons they learned, and the results they achieved
- What to look for when choosing a customer support platform and a WFM system
injixo in collaboration with Freshworks and Thomas Cook
Author: Rachael Trickey
Published On: 17th Feb 2023 - Last modified: 6th Mar 2023
Read more about - Archived Content, injixo
