Designing Customer Experience for Scalability and Agility

It’s that time of year again. It seems that summer has just begun, but it’s already time to think about back-to-school chores. In the business world, that back-to-school flurry of activity is mirrored by seasonal business factors. In healthcare, it’s enrollment periods. In sales, it’s end of quarter.  As businesses ramp up, how contact centers handle these spikes in activity has traditionally meant engineering for peak demand and hiring seasonal employees who may or may not be skilled for the rigors of the busiest time of the year. Today, however, you have an arsenal of tools to help you deliver digitally transformed customer care that can scale with your business.

On Demand
0h 30min

Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith for a look at how your business can design your customer experiences to be ready for the scalability and flexibility required by seasonal business demands and both expected and unexpected traffic spikes. She’ll discuss:

  • New rules for capacity scalability
  • Managing and training work-from-home agents 
  • The role Artificial Intelligence can play in designing for flexibility 

Featured Speakers

  • Sheila McGee-Smith
    Sheila McGee-Smith
    McGee-Smith Analytics

    Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and customer experience communications markets. Sheila serves as the Contact Center Track Chair for Enterprise Connect, is a frequent contributor to No Jitter and can be following on Twitter @mcgeesmith.

  • Michelle  Burbick
    Michelle Burbick
    Special Content Editor, No Jitter
    Program Coordinator, Enterprise Connect

    Michelle Burbick is the Special Content Editor and a blogger for No Jitter, Informa Tech's online community for news and analysis of the enterprise convergence/unified communications industry, and the editorial arm of the Enterprise Connect event, for which she serves as the Program Coordinator. In this dual role, Michelle is responsible for curating content and managing the No Jitter website, and managing its variety of sponsored programs from whitepapers to research reports. On the Enterprise Connect side, she plans the conference program content and runs special content programs for the event. Michelle also moderates Enterprise Connect sessions and virtual webinars which cover a broad range of technology topics. In her tenure on the No Jitter and Enterprise Connect teams, she has managed the webinar program, coordinated and ran the Best of Enterprise Connect awards program, and taken on special projects related to advancing women in the technology industry and promoting diversity and inclusion. Prior to coming to No Jitter, Michelle worked as a writer and editor, producing content for technology companies for several years. In an agency environment, she worked with companies in the unified communications, data storage and IT security industries, and has developed content for some of the most prominent companies in the technology sector. Michelle has also worked in the events and tradeshows industry, primarily as a journalist for the Trade Show Exhibitors Association. She earned her Bachelor's degree from the University of Illinois at Chicago. She is an animal lover and likes to spend her free time bird watching, hiking, and cycling.

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