Webinar - Managing Remote Contact Center Agents in the New Normal (July 29th; 12pm -1pm AETD; 10am-11am SGT)
The work-from-home contact center model has taken on new importance and many companies are now managing fully remote workforces for the first time, requiring new tools and technologies for managing their virtual workforce.
Workforce Optimization (WFO) software seamlessly enables remote working
Contact center solutions can also be used outside of traditional scenario
to maintain strong customer service levels with a remote workforce
Date: July 30th, 2020; 10.00am – 11.00am SGT; 12:00pm – 1:00pm AEDT July 29th, 2020; 7:00pm - 8:00pm PST
Brief: With organizatons now having to manage fully remote workforces, Contact centers, which have traditionally operated mainly in a brick-and-mortar format with agents and supervisors sitting together in an open office, are now struggling with how to manage employees working from home at their kitchen tables. As organizations start to transition to online formats, they are going to require new tools and technologies for managing their virtual workforce. Fortunately, there are already tools available to help manage remote employees.
Contact center software which traditionally has been used to allow customers to connect with a company’s customer representatives via phone, email, or live web chat can also be used outside of traditional contact center scenarios. Contact center software and workforce optimization software, together, give you all the tools you need to make sure your work-at-home employees are providing your customers with the same great level of customer service they have come to expect.
John Burton Senior Director, Product Management, SAP Digital Interconnect
John has over twenty years’ experience at SAP helping bringinnovative new products and services to market. He is the author ofseveral books and dozens of industry publications on CRM and contact centers.When he is not writing, PowerPointing, or Spreadsheeting, John enjoys listeningto vinyl records with his two cats – Lily and Coco.
Dave Hoekstra WFO Evangelist, Calabrio
Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.
Don't miss out on this important and informative webinar.