Wex Inc. · NYSE:WEX
Wex — eGain Solve 2022
18 slides from Wex's conference presentation, 2022
Slide 1: The Evolution of an Employee
THE EVOLUTION OF AN EMPLOYEE Jodi Stende – Senior Manager, Learning and Content Experience Bri Boerner – Supervisor, Content Experience 1
Slide 2: Who We Are
WHO WE ARE 2
Slide 3: Transforming the complexity of employee benefits administration
• Founded in 1987 • Fargo, ND • Benefits administrator • Inc. 5000’s fastest-growing private companies Transforming the complexity of employee benefits administration with innovative solutions and extraordinary customer service delivered by empowered and knowledgeable employees. 3
Slide 4: Who is WEX?
Who is WEX? • Global commerce platform • Help businesses solve for operational complexities • More than 5,500 employees • Work with companies in over 200 countries and territories 4
Slide 5: The Evolution of Employees
The Evolution of Employees wex’.
Slide 6: Movement, Culture, Balance, Support
Movement Culture Balance Support 6
Slide 7: Challenges
Challenges 7
Slide 8: Challenges
Challenges 8
Slide 9: New Hire Journey Then and Now
New Hire Journey Then and Now 9
Slide 10: New Hire Journey
New Hire Journey 1st Day Start date First call End training 10
Slide 11: New Hire Journey: Then and Now
New Hire Journey 1st Day “WOW! That is amazing. It speaks to how much WEX actually cares about their employees.” Candidate in screening interview Now 1 Then 11
Slide 12: Candidate feedback in screening interviews
“I have never heard of that before! That's great “Y'all really care about that it's all in one place!” your clients and want Candidate in screening interview to make sure your employees know what they are saying!” Candidate in screening interview 12
Slide 13: New Hire Journey: Then and Now
New Hire Journey “The KB is much more handy than having the information in a shared drive.” Now Eric, Quality Analyst 1 7 Then 13
Slide 14: New Hire Journey: Then and Now
New Hire Journey “When I get stuck, I turn to the KB to make sure the information a representative is giving out is accurate.” Kevin, Contact Center Quality Analyst “The KB has been the Then greatest thing I've learned in training as it is a guidebook at my fingertips.” Participant Services Speciali
Slide 15: What do WEXers have to say?
What do WEXers have to say? Play Video 15
Slide 16: Challenges
Challenges 16
Slide 17: More with less
More with less “I must use the KB 100 times daily to do my job.” Fluctuating call volumes Chris, Contact Center Quality Analyst Remote workforce Decrease costs “The knowledgebase is a wonderful tool.” Participant Services Specialist Trainee 17
Slide 18: Contact details and testimonial
“I use the KB constantly. It is so much more user-friendly than the shared drive where I have to remember which folder to search. I also use the KB for my own knowledge and I send article links along to a rep for education when needed.” Holly, Contact Center Quality Analyst [email protected] br