Customer Service
Why data matters in boosting customer service agent operations
Taking a best practices approach to call center operations can prove invaluable to both customers, bottom line operations and call service agents empowerment. One approach is using real-time data and benchmarks to determine what’s happening and where improvements can be made.
March 1, 2022
Call center operations are a key element when it comes to customer service, satisfaction and engagement. A rewarding interaction is valuable in several ways — a high-level customer experience, successful call agent activity and a more cost-efficient call center operation.
The key, according to Fin, which offers a powerful work improvement platform, is zooming in on productivity data in the customer operations environment and using that data to uncover insight on how technology processes impact call agent behavior.
In a free one-hour webinar, "Discover Best Practices to Improve CX Outcomes," Fin leaders share the latest research on best practices to help leaders coach teams and optimize processes and technology to empower agents and boost operations.
During the free one-hour webinar, Fin CEO Evan Cummack and Alec DeFilippo, head of customer solutions at Fin, explain why data and benchmarks matter for CX, top five aspects of agent productivity and how retail leaders can boost productivity.
Prior to Fin, Cummack was a general manager at Twilio and created the company's first dedicated contact center product. He led solutions engineering and product teams at Twilio as the company grew from a Series B startup to a $60 billion enterprise. DeFilippo worked with companies like Airbnb, Coinbase and Flexport to optimize the productivity of customer contact teams.
Click here to listen to the webinar.
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