Live Expert Session | Apr 8 | 2pm CT
Reduce Call Volumes.Double CSAT.
Watch on YouTube
This is a past event. But we went ahead and recorded it for you.
4 Agile Tactics to Get There Quickly.
As contact center leaders, you're constantly after the impossible combination:
Improving costs, customer satisfaction, and employee happiness. At the same time.
Marcie Murray (Shopify) and Eduardo Nofuentes (The Agile Contact Centre) have made it possible with agile.
We asked them to share the 4 most impactful agile contact center tactics in our live session.
These tactics helped them:💰 cut call volume by 40%📈 double CSAT scores🙆♂️ retain agents for 2.5 years
What you'll learn:
- Dramatically reducing call volume by eliminating failure demand
- Making fast improvements by enabling your team to manage themselves
- Maximizing outcomes by rethinking recruiting, rostering, WFM, metrics, and reporting
- Building trust with your team by avoiding command & control management
The best part?
No sales pitches, no marketing fluff
Just 30 minutes of pure education followed by Q&A.
Putting faces to the names: Our speakers
Founder, The Agile Contact Centre
Director Ecosystem Operations, Shopify
Director, The Agile Contact Center