On this episode, Amelia welcomes Sean Ilenrey, Vice President, Support at Dutchie, the leading technology partner for cannabis retailers of all sizes. Dutchie offers solutions covering point of sale, payments, e-commerce, insurance and more. He is also a Professional Speaker and Coach. During this conversation, Sean and Amelia discuss:
- Workforce management, skill optimization, forecasting and scheduling.
- Optimizing the contact center to do more with less while maintaining a high level of customer satisfaction.
- The need for omnichannel employees with multiple skills.
- The importance of coaching and leadership in teaching employees new skills.
- Improving information accuracy with technology.
- Ways in which giving agents flexibility over their schedules can empower them.
- Recognizing and praising top performers instead of weeding out bottom performers.
- The three keys to a successful work-from-home environment: transparency, visibility and ownership.
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#CXO #CX #ContactCenter #CustomerService #CustomerExperience