Supercharge your CX team with AI-powered workforce engagement
Your CX strategy depends on your employees. Empower them to deliver great results.
Equip your CX workforce with the right tools to streamline workflows, support personalized employee growth and empower your entire team to drive performance
Contact centers are tough work environments to manage. Absenteeism, high turnover and complicated tools and processes present new challenges every day.
Now, a new workforce paradigm driven by digital and hybrid work is changing employee expectations fast. The status quo is under pressure and traditional workforce optimization is no longer up to the task.
Download this fireside chat to hear firsthand how Graphic Solutions Group (GSG), an expert provider of equipment, consumables and services for the graphics and commercial sign industry, is meeting these challenges and thriving. GSG has achieved significant savings, delivered an 88 percent improvement in service levels and a revenue increase of 32 percent — all by migrating to a cloud customer experience (CX) platform with workforce engagement and management capabilities driven by artificial intelligence (AI).
In this fireside chat, you will:
- Hear how to improve agents’ day-to-day processes and workflows.
- Discover how AI-driven functionalities help managers drive scalable business outcomes.
- Learn how to motivate employees with gamification for improved efficiencies and better customer experiences.
Speakers
Annick Duffy
Global WEM Leader, Knowledge Hub
Genesys
Annick Duffy, Global WEM Knowledge Hub Leader, Go-to-Market WEM, Genesys Annick is an experienced sales professional, sales coach and operational strategist that drives sales results on target to exceed growth expectations while developing new emerging markets. She's responsible for daily sales and business development processes while performing a significant role in account planning that resulted in increased corporate revenue for a multi-state territory in Canada and the US. She's also passionate at making a difference to customer experience, resolving problems and analyzing data to enable technology in building a Center of Excellence. She has an excellent reputation for customer-centric selling within B2B high-value technology sales, on-premises-to-cloud digital SaaS transformations, and workforce optimization within top Fortune 100 companies.
Lauren Forte
Inside Sales Director
Graphic Solutions Group (GSG)
Lauren Forte is currently an Inside Sales Director in the graphics market industry with over 10 years of experience. Her roles, including Dallas Branch Manager and Inside Sales Manager, has sharpened her skills. As the Director of Inside Sales at GSG, she drives sales strategy and cultivates vendor relationships. Lauren excels at motivating teams, creating marketing campaigns, and delivering exceptional results. As Dallas Branch Manager, Lauren boosted sales, managed operations, and maintained customer relationships. In her role as Dallas Inside Sales Manager, she mentored staff, managed KPIs, and improved customer experience. She brings expertise in sales, training, leadership, and customer service to drive growth and success for GSG.
Melanie Mingas
Editor-in-chief
CX Network
Melanie is editor-in-chief of CX Network, handling all client projects and online multi-media content, and leading the team to ensure CX Network is the go-to resource for CX professionals around the world.
George Temple
Director of CX
Graphic Solutions Group (GSG)
George Temple, Director of Customer Experience at GSG (Graphic Solutions Group), has worked in distribution for about 20 years, and the majority of his experience has been within the graphic markets industry. Throughout his career he’s had great experiences helping customers as a Strategic Account Representative in Inside Sales, and his career eventually took a turn towards inside sales management, running a branch, and eventually becoming an Inside Sales Director. As a Customer Experience Director, George works with our GSG CX Team to leverage cutting edge technology that helps improve both the internal user experience and the customer experience. Coaching, encouraging, and empowering Inside Sales Reps is something he’s taken pride in doing throughout his career.
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