Creating a quality CX strategy – delivering the perfect people package

Available On-Demand

Creating a winning workforce culture is critical to achieving outstanding customer experience and boosting customer loyalty. That’s why talent management, agent well-being, and skills shortages are some of the hottest topics on the CX agenda. In this timely webinar, we hear from logistics giant DHL UK – exploring how they deliver quality service levels against all odds.

Jen Sharp, Contact Centre Director at DHL UK, is joined by Verint’s Martin Melis and Sabio’s Dr. Phoebe Asquith. In additional to sharing DHL’s winning formula, we leverage powerful insights from Verint’s latest Engagement Capacity™ research report and explore the psychology that powers workforce results.

This expert trio reveal how to:

• Boost well-being, support remote working and reduce absenteeism – with real-life examples of fixed and flexible working patterns
• Reap the rewards of talent management – avoid the pitfalls of stagnant talent pools, promote learning & development, and empower your people
• Create a winning workforce culture – reward and recognise positive behaviours and drive powerful results
• Overcome potential ‘Total Quality’ challenges – access the latest solutions in this space.

With three knowledgeable speakers, there’s so many quality insights to take away from this expert discussion.

Register today!

Presenters

Dr Phoebe Asquith
Research Psychologist & Senior Business Consultant, Sabio

Dr Phoebe Asquith is an expert in human-technology interaction and workplace wellbeing, holding a PhD in Neuroscience and Human Cognition. With over 15 years’ experience in Psychology, research and data science, and over 10 years’ delivering strategic insights for major global corporate and academic partners, Phoebe works as a Senior Consultant at Sabio Group, transforming employee experience using data, improving working culture and driving better outcomes.

Jen Sharp
Contact Centre Director, DHL Express

Jen is an expert with the logistics industry with 18 years experience, and for the last 10 years has been developing and engaging high performing team with a particular focus of leading through change. Jen works as a director within customer services and has recently concentrated on implementing wellbeing and employee driven initiatives to promote and sustain an employer of choice environment, and which also support DHL’s vision of being the logistics company of the world.

Mart Melis
Director, Solutions Consulting, Verint

Martin Melis expertise in tech straddles in the Benelux, France, Nordics and Eastern Europe regions. In addition to his extensive CX knowledge, Martin had a very famous gym teacher whilst he was at high school – current England football coach, Sarina Wiegman!