Customer Service

How customer service insights can boost customer experience

A free one-hour webinar on Feb. 24 features Fin leaders’ insight on best practices to optimize customer service processes and improve operations for better customer experience outcomes.

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February 10, 2022

Retailers, whether operating as pure brick-and-mortars and e-commerce players or as omnichannel operations, all know customer service plays a critical role in success.

A bad customer experience could mean not only losing a customer, but a long-time loyal customer, as well as garner lots of negative attention on social media as consumers are increasingly sharing shopping and purchase experiences.

A good customer experience does just the opposite — it drives loyalty and sales and brand attention in a positive way.

So the quest every day is to improve customer satisfaction while running efficient operations and mitigating risks.

But to do that, retailers need critical insight on customer service agent interactions.

On Feb. 24, a free one-hour webinar sponsored by Fin, which offers its Works Insights Platform, will focus on how retailers can use comprehensive real-time customer operations productivity data to help retail leaders coach customer service agent teams as well as improve processes to empower agents and improve operations for better CX outcomes.

The webinar, which will start at 2 p.m. EST, features Fin CEO Evan Cummack and Alec DeFilippo, head of customer solutions for Fin.

They will explain why data and benchmarks matter for CX, share five things retailers may not know about agent productivity and offer insight how retailers can improve productivity using real-time data.

Prior to Fin, Cummack was a general manager at Twilio and created the company's first dedicated contact center product. Through his experience partnering with leading brands like ING, OpenTable and Coca-Cola as they migrated to the world of interactive, multi-channel customer experience, he discovered the need for companies to have deep insights into cross application workflows to stay ahead of evolving customer needs and achieve better outcomes.

DeFilippo has worked with companies like Airbnb, Coinbase and Flexport to optimize the productivity of fast-growing customer contact teams.

Don't miss what will be an informative webinar that will help retailers gain greater CX operations efficiency and advanced CX agent productivity.