Leveraging insights from real time application usage to improve contact centre agent engagement and performance

Live at 10:30am Pacific Time

The pandemic has created staffing and technology challenges that most contact centers are still grappling with. The transition to remote work, the rapid switch to new tech stacks and the great resignation mean that ensuring the engagement and effectiveness of existing staff is now paramount to contact centre performance.

Key to maximising agent performance is facilitating the seamless navigation and integration of the 150+ different applications the average contact centre rep must interact with. Failure to achieve this results in lost time, agent frustration and ultimately poor customer experience.

With that in mind, this webinar will demonstrate how to leverage the data generated by contact centre agents when navigating the 150+ applications in a typical enterprise to maximise the potential of your existing workforce. Specifically, this interactive session will share findings from Fin’s real-time data on how technology impacts productivity, how internet connection speed impacts support handle time and how many computer screens agents need to succeed.

Tune into this webinar live to discover: 

• Insights from tens of millions of hours of proprietary data on how agents work across applications to deliver customer outcomes
• The metrics should high-performing CX and customer operations teams measure
• Common mistakes made by CX and operations teams and how these are sabotaging team productivity and undermining customer value.
• Common mistakes made by CX and operations teams and how these are sabotaging team productivity and undermining customer value
• Leveraging the insights to improve training, processes and technology
  
• Benchmarks to use with your teams on CX productivity.

Speakers

Charlene Wang
VP of Marketing
Fin

Charlene is VP and head of marketing at Fin (fin.com), where she leads teams dedicated to better understanding how process and technology impact operations and productivity. Formerly, she was director of product marketing at Coupa Software, where she led go-to-market strategy and business operations across products from pre-IPO through a 20x valuation growth. Charlene has advised C-suite executives at Fortune 100 companies on strategy and operations as a management consultant with McKinsey & Company. She has an MBA and a BA from Harvard University.

Evan Samek
Lead product manager
Fin

Evan is lead product manager at Fin (fin.com), where he builds products dedicated to uncovering ways to improve operations and team productivity through better data. At Fin, he manages customer signup, onboarding, and the core UX of all customer-facing tools. Prior to Fin, he was the product lead for the IKEA partnership at TaskRabbit, where he led the team through a 40x growth in the overall business over three years. Evan is active in the product management community, and has dual BAs from Cornell University.

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