Using Analytics to Make Better Decisions in Times of Crisis

Date: Thursday, June 04, 2020

Time: 02:00 PM Eastern Daylight Time

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The core of analytics is trying to understand all the interactions that agents have with your customers. In times of crisis, this is especially important. If your customers are concerned, anxious, or asking you to help them with a problem, it’s vital to ensure your agents have the right messaging in response.

Learn how to:

  • Effectively manage through a crisis by implementing this 5 point plan
  • Gain insight into the biggest issues impacting your customers and how you can help them
  • Identify how your agents can provide better support during a crisis
  • Still meet your SLAs (Service Levels) with unforeseen call volume increases

Can’t attend live? That’s OK! Register now, and watch on-demand later. 


Doug Mancinelli
Doug Mancinelli
Strategic Principal Consultant

Doug Mancinelli has over 30 years of executive and operational experience managing business units and consulting at the enterprise level across all major verticals, including financial, Health Care, insurance and utilities to name a few. He specializes in Customer Contact/Support Centers with an emphasis on Customer Analytics and WFO, helping companies improve the Customer Experience and enterprise performance globally. Companies have not only leveraged Doug skills to improve sales and optimize operations, but alsoto develop and implement strategies to identify improvement opportunities that help transform companies into leaders in their market segments. Sig Sigma certified, Doug has presented at many in industry conferences, including DMA, IQPC and the ATSI discussing business governance models, CRM and transforming into a true customer centric organization.

Dave Hoekstra
Dave Hoekstra
WFM Evangelist

Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.