Presented By: Matt McConnell, CEO, Knowlagent; Special Guest, Donna Fluss, President, DMG Consulting
On Demand Date: May 2012
New challenges accompany each generation as they enter the workforce, but it can also bring out the best in organizations. Understanding what makes the Gen Y call center agent tick provides useful insights center management needs to better communicate and motivate, not only with agents, but the new social customer as well. Call center leaders are reexamining the approach to workforce management, adapting and adopting new technologies that help play to the strengths of Gen Y agents.
In this webinar, attendees learn how to:
•Harness the strengths of the Gen Y agent
•Channel positive, constructive and timely feedback to improve overall call center performance
•Adopt workforce management tactics that balance center and agent needs
•Utilize the latest technologies for improving operational efficiencies
About the Speakers:
Matt McConnell is chairman, president and CEO of Knowlagent. He co-founded the company in 1995 with a vision of helping clients improve customer service by improving the performance of their agents. Matt is the author of the book Customer Service at a Crossroads and holds eleven software patents.
Donna Fluss, founder and president of DMG Consulting LLC, is highly regarded as an expert on contact center, analytics and the back office. With 28 years of experience helping organizations build contact centers, and assisting vendors to deliver competitive solutions, Fluss is a renowned speaker, author and source for numerous industry and business publications. She can be reached at Donna.Fluss@dmgconsult.com.
SIGN IN BELOW TO LISTEN TO THIS WEBCAST