Be Ready for Anything: 3 Tips to Build Agility into Your Contact Center

In the wake of the pandemic, contact centers across the globe have gone through big changes that were reactive in nature and difficult to make. These kinds of quick, ad hoc reactions can get the job done, but may also lead to team burnout and missed opportunities. At the same time, the crisis has given a new opportunity to reflect, reassess and rethink the way we do business, to better prepare us for what is coming next. Creating this built-in adaptability prepares you and your team to be ready for anything: Ready to drive agility and performance across your workforce strategy, operational monitoring, and service model; ready to conquer surprise disruptions; and ready to capitalize on new opportunities.

On Demand
1h 00min

In this webinar, a leading industry analyst will offer concrete suggestions to help you build agility into your contact center. You will learn:

  • What strategies you can apply to build a productive and engaged distributed workforce
  • How to leverage tools and techniques to detect and act on early warnings
  • How to be flexible enough to handle demand swings

Featured Speakers

  • Cheryl Helm
    Cheryl Helm
    Contact Center Consultant
    Helm Communications, Inc.

    Cheryl is a sought after speaker, educator, and consultant in contact center operations and technology. Helm Communications, Inc. consultancy practice specializes in assisting clients in defining their contact center technology roadmap, preparing RFPs / RFQs, vendor selection and often participating in the implementation. Another focus of the practice is creating customer contact routing designs that meet the needs of both the customer and business, while ensuring the design provides accurate statistics and reporting for moving the organization forward. Those who recommend Cheryl say she is “passionate” about seeing her clients succeed. Cheryl has worked with organizations all over Europe, Australia, Japan, Caribbean, U.S. and Canada and with a broad range of businesses - insurance, health care, travel, hospitality, automobile associations, software companies, helpdesks, manufacturers, telecommunications, utilities, along with governmental agencies. To develop a well-rounded and in-depth perspective of contact centers, Cheryl also teamed up with ICMI (International Customer Management Institute), and since 1997 has been instructing contact center operational courses, web seminars, and speaking at conferences for ICMI. She has been involved in various components of contact centers – technology, operations, and education – for over 27 years.

  • Chris Bauserman
    Chris Bauserman
    VP of Segment & Product Marketing
    NICE inContact

    Chris Bauserman is VP, Product and Segment Marketing at NICE inContact, a NICE company. Chris has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. He currently leads product marketing and market intelligence for NICE inContact, a leader in cloud contact center software.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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