Where Have All Your Agents Gone? Practical Tips for Optimizing Your Remote Workforce with Jill Blankenship, CEO of Frontline Group LLC
The pandemic has changed the way we work. If you are managing a hybrid workforce, you need to think of it as remote. Treating employees consistently no matter where they are is essential.
28 Sep 20218min
The Intersection of AI and RPA: Understanding the Ethical Implications of the New Digital Crossroads
Have you assessed your AI risk? You might be surprised to discover the scope of your own vulnerability. Learn how ethics and best practices can prevent your RPA from propagating the wrong AI.
21 Sep 202110min
Looking at Recent CX Changes through the Eyes of Contact Center Managers with Sheila McGee Smith, Founder, President and Principal Analyst, McGee-Smith Analytics
Customer behavior and expectations digitally transformed during the pandemic. Learn what unique long-term implications will impact your contact center operations and CX priorities moving forward.
3 Aug 20218min
Contact Center Engagement Wins with Gamification with Paul Stockford, Founder, President and Chief Analyst, Saddletree Research
With the increasingly remote contact center workforce, Paul Stockford talks about the latest applications of gamification to enhance agent engagement, connectivity, and job satisfaction.
27 Jul 202111min
Moving Contact Center Technology to the Cloud featuring Art Schoeller, Vice President and Principal Analyst, Forrester Research
The pandemic has caused seismic contact center shifts, including agents working remotely, customer traffic swings, as well as rapid migration to the cloud. Now, learn what cloud “flavor” is right for...
16 Jul 20217min
The Power of a Strong Robotics Process Automation (RPA) Center of Excellence (COE) with Molly Walker, Business Excellence Manger, PSCU, a Credit Union Servicing Organization
Discover how the RPA COE can help large, high-security organizations create consistencies, best practices, and economies of scale to maintain seamless operations—even in times of disruption.
14 Jul 20216min
What Will the New Hybrid Workforce Look Like in Your Contact Center? Find out with Donna Fluss, President, DMG Consulting.
The future of work is becoming more hybrid as offices are reopening. Learn how contact centers are effectively combining remote and onsite workforces to meet shifting agent and customer expectations.
7 Jul 202111min
Empowering Agile Staffing Practices in Your Contact Center with Donna Fluss, President, DMG Consulting.
As the pandemic eases and the hybrid work model continues to evolve, hear how digitally powered agile staffing practices can transform your contact center’s onboarding, training, engagement—and CX.
30 Jun 202112min
