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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