Reinventing the WFH Environment - Optimizing the Supervisor & Agent Experience

As the pandemic pushes more customer interactions online, contact centers must reinvent the work-from-home experience in order to successfully navigate the new customer service landscape. According to a Nemertes Research, 77.6% of companies said that they will or probably will continue to allow employees to work from home. Therefore, supervisors must be equipped with the right contact center tools, not only to overcome common work-from-home challenges, but to also optimize agent engagement and performance. 


Join Robin Gareiss, President & founder of Nemertes Research and Peter Milligan, Sr. Manager of Portfolio marketing at Five9, as they share the latest research regarding companies moving to a remote work force and discuss best practices that will help your contact center employees overcome remote work challenges and empower agents to continue delivering exceptional customer experiences.

Available:
On Demand
Duration:
1h 00min

You will learn:

  • The largest challenges that remote agents have encountered in working from home, and how to address these
  • Features and functions within contact center systems that can help improve the agent experience and thus provide better customer experience
  • Best practices for supervisors to best manage their remote agents

Featured Speakers

  • Robin Gareiss
    Robin Gareiss
    President & Founder
    Nemertes Research

    For 25+ years, Robin Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 2000, analyzing their technology strategies and more recently, their ability to serve as trusted advisors to the business. She has developed industry-leading, interactive cost models for some of the world's largest enterprises and vendors. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, IDG’s IT Roadmap, UBM’s Enterprise Connect, Enterprise 2.0, Interop, Mobile Business Expo, and CeBit. She also writes a blog for No Jitter.

  • Peter Milligan
    Peter Milligan
    Senior Manager of Portfolio Marketing
    Five9

    Peter Milligan is Senior Manager of Portfolio Marketing at Five9. With more than 19 years of experience with contact center solutions, Peter currently is responsible for product marketing, go-to-market and field support activities for Five9’s Cloud Contact Center solution. Peter has more than 29 years of marketing, product marketing and public relations experience in a variety of high-tech categories including unified communications and contact center solutions.

  • 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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