Doing More With Less in the Contact Center

On this episode, Amelia welcomes Sean Ilenrey, Vice President, Support at Dutchie, the leading technology partner for cannabis retailers of all sizes. Dutchie offers solutions covering point of sale, payments, e-commerce, insurance and more. He is also a Professional Speaker and Coach. During this conversation, Sean and Amelia discuss:

 

- Workforce management, skill optimization, forecasting and scheduling.

- Optimizing the contact center to do more with less while maintaining a high level of customer satisfaction.

- The need for omnichannel employees with multiple skills.

- The importance of coaching and leadership in teaching employees new skills.

- Improving information accuracy with technology.

- Ways in which giving agents flexibility over their schedules can empower them.

- Recognizing and praising top performers instead of weeding out bottom performers.

- The three keys to a successful work-from-home environment: transparency, visibility and ownership.

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.


 

#CXO #CX #ContactCenter #CustomerService #CustomerExperience