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Wednesday, October 27, 2021
1:00-2:00 pm CT

How Contact Centers Can Succeed Amidst the “Great Resignation.”

The pandemic has shifted what agents want out of their employers and careers. In the wake of the “Great Resignation,” service leaders are struggling with hiring and retention in a fiercely competitive marketplace for talent. It’s time for contact centers to reimagine their workforce operations, invest in the agent experience, and prioritize flexibility in order to attract, retain, and nurture the best talent.

In this session, join contact center industry analyst Sheila McGee-Smith in conversation with expert panelists from Estée Lauder, Move Inc, and Salesforce as they discuss:

  • Trends shaping the contact center of the future from hybrid workforce models to flexible agent schedules and real-time training
  • Why flexibility in the contact center is here to stay and its impact on workforce planning and agent engagement
  • How new technology solutions are enabling both workforce and service agility to exceed customer expectations

Sheila McGee Smith, President & Principal Analyst, McGee-Smith Analytics
Debbie Neuberger, Senior Vice President Service Operations, Move, Inc.
Shannon Marowitz, Executive Director – Head of Global Education, Knowledge, Quality & Social, The Estée Lauder Companies Inc.
Madhav Thattai, VP, Strategy & Operations, Salesforce

Click here to register.

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