CINCINNATI – December 6, 2012 – All leaders know engagement is important as it drives employee satisfaction and therefore customer satisfaction while increasing productivity. But, not all leaders know how to engage their employees or choose to ignore this extremely important aspect of the contact center.
Brian Flagg, from Cincom System’s Customer Experience Management Division, will be discussing how to drive and foster engagement at the EUCI conference “Contact Center Management: Driving Costs Down & Improving Customer Service” on December 12 and 13 in Scottsdale, AZ.
Brian has 32 years of IT experience, including 19 years of support contact center leadership. He has transformed and led global contact centers for IBM and Target. He is a regularly featured contributor to Cincom’s Expert Access business e-zine, writing on topics like support center excellence, knowledge management and the use of statistical process control charts in a support center. Most recently, Brian authored the book Contact Center Excellence which is available on Amazon.