Workforce Management: Utilizing Customer Service to Advocate the Voice of the Customer

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Tim Kyse, Vice President of Client Service and Support, Clickpay

At Clickpay, the peak of customer interactions occur in the first 7 business days of the month. Because of this, the company has to be creative about how it schedules agents and maintains high quality service levels through the remainder of the month. In this session, learn best practices to motivate your agents and leverage top performers by staffing your contact center to "peak" instead of "average.”

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