november, 2020

05nov11:10 AMPeer Council Zone 2: Tomorrow’s Agent: Profiling and Skilling for a Shifting Paradigm11:10 AM Rockstar Insights: Claudia Belardo, Vice President Business Transformation, IFS
Nathan Turner, Lead Customer Service & Quality Manager, Zynga

Event Details

A new decade dawns and the importance of having the right people taking care of your customers remains a key competitive edge. Explore how to build a workforce fit for the 2020’s and how best to manage ever-changing customer and employee expectations.

Key Take-Aways:

    • A plan to level up your support agents to customer experience specialist with the distinct skills, traits & roles needed for a modern customer interaction centre
    • Proven best practices for recruiting highly skilled, effective communicators & problem solvers for your operation
    • A comparison of multi-skilled specialists vs channel specific experts – what works & what doesn’t when it comes to retaining & motivating your workforce

Time

(Thursday) 11:10 AM

Rockstar Insights

Claudia Belardo, Vice President Business Transformation, IFS

Speaker Link

Nathan Turner, Lead Customer Service & Quality Manager, Zynga

Speaker Link

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