Online car retailer, Cazoo, is on a mission to transform the car buying & selling experience across Europe. Not only are they disrupting the industry, but they are also transforming their workforce scheduling and forecasting activities and have seen huge gains in agent engagement and improved metrics.
In this webinar, you will learn how Cazoo:
Watch to explore how Cazoo automates the planning of their omnichannel contact centre while remaining keenly focused on the agent-impact.
Jo joined Cazoo's Customer Experience team as Resource Planning Specialist in November 2020 and brings with her 20 years of experience in customer service, including: operations and project management. In the last eight years Jo has been focused on the resource planning management of diverse multi-channel contact centres, ensuring that internal & external partner KPI’s and SLA’s are adhered to. She strives to tackle new challenges and is driven to better understand WFM capabilities and best practices to deliver great customer service and team engagement.
Sharon joined Calabrio’s Customer Success Team in February 2021. As an experienced Resource Planning Manager, she brings with her 20+ years of planning experience within the contact centre and operations arena. She is a great communicator with a strong drive to understand customer needs and proactively gather information to ensure they see a return on investment with the Calabrio products. She strives to build both internal and external relationships, to better drive customer satisfaction.