Intraday Automation - The Next Big Thing in Workforce Management

Presented by

Kyle Antcliff - VP Marketing, Intradiem

About this talk

Contact centers are faced with constant pressure to carefully examine and reduce costs and the need to put forth a customer-centric strategy is now more important than ever. All of this against a backdrop of increasingly complex operating environments. Businesses must create a strategy and roadmap for creating a customer-centric, cost-conscious frontline workforce. Those businesses that make the leap strategically and operationally will reap significant revenue and cost benefits. Learn how leading contact centers are thinking and acting differently to produce dramatically better results.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.