Klädjätten H&M står inför en gedigen utmaning när det gäller att leverera bästa möjliga service till sina kunder. Man har verksamhet i 79 olika länder och målsättningen är att kunna hjälpa alla kunder på deras modersmål.
Han ledde H&M:s wfm-transformation: ”Vi skapade en global organisation”
kontaktcenter När pandemin slog till för fem år sedan ökade trycket rejält på H&M:s kundserviceorganisation. Carl-Magnus Rödin tog klädjätten genom omställningen med hjälp av en ny wfm-strategi och Calabrios digitala plattform.

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Det berättade Carl-Magnus Rödin, wfm tool & process specialist på H&M, när han medverkade som talare på Kontaktadagen den 21 maj. Han har över 18 års erfarenhet av arbete inom kundservice och större delen av dessa år har kretsat kring workforce management, wfm.
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
