Discover benchmarks and data to unlock more productive customer operations teams
How to increase the effectiveness of customer experience and operations teams, based on tens of millions of hours of productivity and process data
Uncover the latest process insights on ways to improve agent training, processes and technology for more productive CX and operations teams that deliver better outcomes
Download Fin's Unlock More Productive Teams with the 2021 CX and Customer Operations Benchmark Report ebook.
Every customer experience (CX) leader wants to improve customer satisfaction while running efficient operations and mitigating risks. Unfortunately, most lack critical insights to succeed. With agents in more locations than ever and the average organization using more than 150 software-as-a-service (SaaS) applications, managing customer operations to drive better outcomes is harder than ever.
Fin’s Work Insights Platform has been able to collect tens of millions of hours of comprehensive, real-time productivity data on how customer operations and CX agents actually work across thousands of applications, whether on-premise, in different regions, or from home, to provide accurate productivity insights that were previously unknown.
This session goes over data-driven best practices on which KPIs organizations need to manage and why to improve customer operations for better CX outcomes, using Fin’s granular data and proprietary insights to reveal best practices for ways to coach customer operations teams and optimize processes and technology.
Watch this webinar to discover:
- Which metrics a high performing CX team needs to care about and why.
- What most customer operations teams are doing incorrectly and how it is getting in the way of unlocking greater team productivity and customer value.
- What the data shows about the impact of processes and technology on agent productivity.
- The greatest untapped opportunities to improve the productivity of your customer operations and CX teams.
- Other granular data and benchmarks, such as:
- How many hours does the average agent spend working tickets versus being distracted?
- How many unique interactions does it take to handle basic and complex customer requests?
- Which applications and technology improve or hurt agent utilization?
- Which customer interactions create potential risks that could violate privacy regulations?
Presenters
Evan Cummack
CEO
Fin
Evan Cummack is the CEO of Fin, whose mission is to help companies improve customer operations management and outcomes by better understanding and optimizing CX workflows across applications. Prior to Fin, Cummack was a general manager at Twilio and created the company’s first dedicated contact center product. Cummack led solutions engineering and product teams at Twilio as the company grew from a Series B startup to a $60 bn enterprise. Through his experience partnering with brands like ING, OpenTable and Coca-Cola as they migrated to the world of interactive, multichannel customer experience, Cummack discovered the need for companies to have deep insights into cross-application workflows to stay ahead of evolving customer needs and achieve better outcomes.
Alec DeFilippo
Head of customer solutions
Fin
Alec DeFilippo runs Fin’s customer solutions organization and has worked with companies like Airbnb, Coinbase and Flexport to optimize the productivity of incredibly fast-growing customer contact teams.
Sponsor
