Virtual-first CXM, with its use of the gig economy and major advances in technology, is changing all the rules of customer support.
Join Danielle Venta, Vice President of Customer Success and Rene Arguello, Sr. Director of Workforce Management, as they discuss virtual-first CXM and:
How progressive retail organizations can have on-demand capacity and increase utilization when contact volumes are so unpredictable.
How CX organizations can flex capacity intraday to meet the needs of customers ready to buy.
How workers in the gig-economy are improving CSAT and NPS, ensuring customer loyalty and growth.
It’s time for progressive Customer Care organizations to focus on building capacity and massive flexibility.
It’s time to break some rules. Rules like block shift scheduling that impair optimum utilization and limit flex to meet intraday spikes. Rules that support in-person sales training when your workforce is remote. Rules that hinder experienced, empathetic agents with true brand affinity from servicing your customers.