CINCINNATI, Ohio – April 20, 2012 – Contact center results are often based on averages across a day, week or month — averages that can hide service issues. The biggest issue is a high level of variability in performance, which leads to variability in the customer experience.
Brian Flagg, from Cincom Systems’ Customer Experience Management Division, Cincom® Synchrony™, will be speaking at the Contact Center Association Spring Conference in Orlando, FL on April 23-26. His session titled “Driving Employee Engagement,” will help industry leaders learn how to understand, measure and manage employee engagement and deliver better productivity. This session is part of the Agent Hiring, Development, and Retention Track and will take place on April 24 at 1:45 p.m.
Brian Flagg has 32 years of IT experience, including 19 years of support contact center leadership experience. He has transformed and led global contact centers for IBM and Target. He is a regularly featured contributor to Cincom’s Expert Access business e-zine, writing on topics like support center excellence, knowledge management and the use of statistical process control charts in a support center.
To register for the Contact Center Association Spring Conference, visit the Contact Center Association website here.
Contact Center Association Podcast with Brian Flagg
What is NOT Strategy in the IT Support Center – Cincom Expert Access
Is Your Support Contact Center Out of Control? – Cincom Expert Access
Knowledge Management in the Support Center – Cincom Expert Access
Cincom Synchrony is a CEM Solution for contact centers that guides smarter interactions with customers. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.
For 43 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom, an IBM Premier Business Partner, helps customer-centric organizations differentiate and outperform through customer experience management.
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