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Schedule 2024

Session 304: The Fab Life at Fabletics

Damon Spurlock  (Director, GMS Workforce Management & Command Center, TechStyle OS)

Date: Wednesday, October 23

Time: 4:00 pm - 5:00 pm

Pass Type: Premium Conference Pass, Standard Conference Pass, Training + Standard Conference Pass - Get your pass now!

Track: Revolutionize the Experience

Session Type: Case Study

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 active 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!

Takeaway

What will the key takeaways be for the audience?

Learn how to create an agent-first culture through innovative workforce engagement strategies for in-house agents and outsourced BPO agents.
See how WFM tools can create visibility to build trust and confidence across a customer service enterprise with the internal and external organizations.
Hear why more than 50 outsourced BPO employees have stayed engaged, motivated, and loyal to Fabletics for over 10 years now.