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Driving Customer Satisfaction through Agent Work-Life Empowerment

Workflex Solutions

Presented By: Workflex Solutions

Presented by:

Rebecca Wise Girson, Founder & Principal, Wise Workforce Strategies
Dave Holdridge, AVP Client Services, Sutherland Global Services 
Larry Schwartz, Chairman and CEO, Workflex Solutions, LLC
On Demand Date: January 2015  (scroll down and sign in to listen to the recording) 

For enterprises, improving the customer experience is a top strategic focus and improving customer satisfaction (CSAT), Net Promoter Score (NPA) and/or Customer Effort Score (CES) are becoming top operational goals.

A major driver of all of these metrics is the satisfaction of the employees who interact with customers every day: contact center agents. Industry benchmark studies show what most people intuitively know – that happier agents make happier customers. But what makes a happy agent? Answering that question requires understanding the motivators of today’s contact center workforce, which is increasingly dominated by Generation Y (Millennials). 

In this webinar, you will see:
- The correlation between customer satisfaction and agent satisfaction, attrition and absenteeism
- The key job satisfaction drivers for today’s (Gen Y) contact center agent
- Real-world Use Case: Maximizing Agent Scheduling Flexibility in a Work-At Home Environment
- How intelligent mobile technology can be used to maximize agent scheduling flexibility empowerment   


 Rebecca Wise Girson, President and Founder, Wise Workforce Strategies   

Wise Workforce Strategies is a training and consulting firm that helps contact center professionals better understand and leverage the power of workforce management. Rebecca has 20+ years of industry experience and has held senior-level positions with AT&T, IEX, Convergys and NICE Systems.

Dave Holdridge, AVP Client Services, Sutherland Global Services 
Dave has been working with telecommunications and technology companies in customer service, sales and marketing for over 17 years.  Starting with Sutherland Global Services in 1997, he’s spent a good portion of his career working directly with clients to plan and implement support for both business and consumer customers.  As AVP and Client Partner at SGS, a big part of Dave’s job is to work with client and Sutherland teams to create innovation that will both delight customers and engage the employees that support them.  His experience includes working with companies like AT&T, Microsoft, Novell, Sprint, IBM and United Technologies Corporation.

Larry Schwartz, Chairman and CEO of WorkFlex Solutions LLC 
Larry brings 25+ Years of executive management experience in large-scale operational streamlining, enterprise-grade software and consumer products development, strategic planning, business process transformation, and outsourced managed services. Prior to his current position, Larry was President, EVP Global Operations at Convergys Corporation, the world’s largest outsourced provider of billing and customer care services. His extensive industry experience includes executive management roles at major corporations including Compaq, Tandem, Nortel Networks and Bell-Northern Research.  Larry currently serves on the Board of Directors of nVoq Inc, and is Chairman of the City of Montgomery Landmarks Commission. He earned his bachelor’s degree in electrical engineering from Carleton University in Ottawa, Canada.

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