A Playbook Ensuring Exceptional Service Delivery from a Hybrid Agent Workforce

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, talks about their journey in building a playbook to ensure continued exceptional service delivery from their distributed agent workforce. Matt reviews the challenges presented by the pandemic and how his teams addressed them, the changes made to achieve service level, and employee performance objectives.
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