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The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services. ALL TIMES LISTED ARE (U.S.) EASTERN TIME ZONE.

WFO/WEM: How to Improve Agent Experience to Drive Better CX

Panelists:

Peter Eischeid  (VP, Global Head of Product and Engineering, Talkdesk)

Nick Morris  (Sr. Director, Workforce Optimization, LiveVox, Inc.)

Cameron Smith  (VP, Product Management, WEM, Genesys)

Mike Bourke  (SVP Product, five9)

Speaker:

Robin Gareiss  (CEO & Principal Analyst, Metrigy)

Date: Wednesday, September 29

Time: 2:15pm - 3:00pm

Track : Contact Center & Customer Experience

Session Type: Virtual Conference Session

Vault Recording: TBD

CX leaders focus heavily on improving the customer experience, but the agent experience is equally as important because of its impact on overall customer satisfaction. There is no shortage of tools to manage workforce optimization (WFO) and to bolster workforce engagement (WEM), and nearly 60% of companies already are using at least some of these applications, according to Metrigy, a research and strategic advisory firm that analyzes enterprise success metrics.

This session will review a taxonomy of applications available to address agent experience and management. These include a variety of analytics capabilities, scheduling and shift trading, coaching and gamification, onboarding, and more.

Takeaways:

  • Understand the difference between workforce optimization (WFO) and workforce engagement management (WEM)
  • Determine which of the many types of analytics tools are necessary to achieve your goals, and how they are helping companies achieve a 37% improvement in customer ratings
  • Learn about the key vendors in this space, and what differentiates one from another
  • Discover how to use chatbots and self-service to help agent workload and success
  • Explore how these tools can increase revenue, reduce costs, improve agent ratings, and boost agent productivity