Masters of Support

Author: Playvox

High-performing customer support teams have one thing in common: leaders who are committed to engaging the workforce to create exceptional customer experiences. Join the Playvox team and customer support leaders from around the industry as they share their stories. Are you ready to learn from the Masters of Support?
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Language: en

Genres: Business, Management

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From WFM to WEM: How to Enable Better Service with Aarde Cosseboom
Episode 4
Wednesday, 15 March, 2023

Aarde Cosseboom wrote the book on enabling better service. We mean, he literally wrote the book—it’s called “Enable Better Service.” On this episode of The Masters of Support Podcast, we talk with Aarde about his book, covering topics like: The transformation from workforce management (WFM) to workforce engagement management (WEM), How to move up in the CX industry, The comparison of working from home versus working in-office, and How all of this ties in to—you guessed it—enabling better service for your customers. Need to brush up on your WFM acronyms and terminology? Check out Playvox’s Customer Service Terminology glossary: https://www.playvox.com/resources/glossary/