ICMI’s Contact Center Expo: A Digital Edition provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this one-day conference is sure to educate and inspire you.
Unlike most virtual events, we invest in delivering an interactive, community-focused experience that’s rooted in practical and actional information and customized networking.
Click on session titles for full session descriptions. All times noted are in EST.
Speaker:
Damon Spurlock (Director, Workforce Management & Command Center, TechStyleOS)
Date: Wednesday, May 15
Time: 12:00 pm - 12:45 pm
Session Type: Session
Vault Recording: TBD
Despite the recession, strong business performance at Fabletics has enabled this global fashion retailer to grow into a major disrupter in the athleisure wear industry by reimagining fashion! Fabletics has seized upon key opportunities to launch two new lines of business, introduce an enhanced VIP customer membership model, and create over 300 new omni-specialist customer service positions in their retail store organization! This is all while their Fabletics in-house customer service team deployed an ACD-WFM integration for three new digital messaging channels, reignited several employee engagement programs including gamification, and expanded their global BPO agent workforce footprint into twelve new offshore countries for a grand total of 16 countries worldwide now! Come join us to explore Fabletics' unique journey on becoming an agent experience champion!
What will the key takeaways be for the audience?