Process Improvement/Automation: Member Interview with Chris Wadley, Esker

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Presented by

Chris Wadley, Business Development Manager, Esker

About this talk

Do you have processes in your center – repetitive, redundant, and/or manual tasks – that if you could automate would improve both the agent and customer experience? We invite you to watch this brief interview as David and Chris take a few minutes to discuss some of the core principles of process automation and how it relates to the customer service environment. Chris will explore key process traits that, if automated, would enhance the service level in your organization as well as aid with hiring and retention.
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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.