A Playbook Ensuring Exceptional Service Delivery from a Hybrid Agent Workforce

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Presented by

Matt Woody, Client First Center Director, First Financial Bank

About this talk

CCNG member Matt Woody, First Vice President, Client First Center Director at First Financial Bank, shares his journey in building a playbook to ensure continued exceptional service delivery from the First Financial Bank's distributed agent workforce. During this interview, Matt will discuss: *The challenges presented by the pandemic and how his teams addressed those challenges; *The changes they made to achieve service level; and *Employee performance objectives.

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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.