For most call centers, service level is a very important KPI.
It measures two parameters: 1) the availability of call center agents to assist customers; and 2) the speed with which agents resolve customer queries and concerns. Since any fluctuation in service levels can directly and significantly impact revenue, it’s understandable that call center executives are concerned with taking the necessary steps to consistently improve them. When it comes to service levels, leveraging the right technology can go a long way in improving declining service levels and, as a result, improve other important call center metrics such as CSAT.
How to Efficiently Manage Service Levels with the Right Technology
Watch the on-demand, one-hour webinar and Q&A. You’ll hear from Charles Watson, Contact Center Expert, injixo’s WFM hero, Simon Waldron, and Shai Berger, CEO of Fonolo.
A sneak peak at a selection of the slides!
We talk about:
- The Role of Workforce Management
- The Benefit of Call-back Technology
- Successful Case Studies
- Plus so Much More!
Who should watch:
- VPs & Directors of Contact Centers
- VPs & Directors of Customer Experience
- VPs & Directors of Customer Service
- VPs & Directors of Contact Channel Performance
Charles Watson, Global Workforce Management, Contact Center Expert
Charles Watson has over 20 years of experience in Workforce Management and Contact Center operations. Charles was VP of WFM at American Express and Unitedhealth and has worked with dozens of Fortune 500 companies.
Simon Waldron, Customer Experience Team, injixo
Simon Waldron is a well-established contact center professional with over 15 years of contact center operations and workforce management. Currently, Simon is part of the Customer Experience team for injixo WFM at InVision AG in North America.
Shai Berger, Co-Founder and CEO, Fonolo
Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience.