Webinar
Discover Best Practices to Improve CX Outcomes
February 24, 2022
This session shares the latest research on best practices to help leaders coach teams and optimize processes and technology to empower agents and improve operations for better CX outcomes. We'll reveal surprising data and findings, such as how many hours the average agent spends on working tickets vs. handling administrative work, how much knowledge base coverage your company needs to drive optimal customer outcomes, and much more.
Key learnings:
- Why data and benchmarks increasingly matter for CX and operations success.
- Top 5 things you may not know about agent productivity, based on the data.
- How leading companies improve productivity (and what you may be missing).
Fin's Work Insights Platform has collected tens of millions of hours of comprehensive, real-time productivity data on how customer operations and CX agents work across thousands of applications, uncovering insights that were previously unknown on how technology and processes actually impact agent behavior.
Meet the speakers:
Evan Cummack
CEO
Fin
Evan Cummack is the CEO of Fin (fin.com), whose mission is to help companies improve customer operations management and outcomes by better understanding and optimizing CX workflows across applications.
Prior to Fin, Evan was a General Manager at Twilio and created the company's first dedicated contact center product. Evan led Solutions Engineering and product teams at Twilio as the company grew from a Series B startup to a $60B enterprise. 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, Evan discovered the need for companies to have deep insights into cross-application workflows to stay ahead of evolving customer needs and achieve better outcomes.
Alec DeFilippo
Head of Customer Solutions
Fin
Alec DeFilippo runs Fin's Customer Solutions organization and has worked with companies like Airbnb, Coinbase, and Flexport to optimize the productivity of incredibly fast-growing customer contact teams.
About The Sponsor
RetailCustomerExperience.com - Marketing Opportunities
RetailCustomerExperience.com is devoted to helping retailers differentiate on experience, rather than on price. It is founded on the understanding that retail today is fundamentally different than any other time in its history, and staying competitive requires a new, holistic understanding of customers and how they want to shop.
