CET [Ep.2] Contact Center Redesigned: Leveraging WFH

Presented by

Robin Gareiss, CEO and Principal Research Analyst, Metrigy

About this talk

Though originally considered a temporary situation, companies are embracing the Work-From-Home (WFH) contact center. Now that the dust has settled with setting up remote agents, CX leaders are leveraging the benefits and tossing aside the disadvantages. The result? A more functional customer interaction experience that takes advantage of technologies, flexibility, and disaster preparation. In this webinar, we'll discuss: *How companies are taking advantage of WFH to curtail agent turnover rates *What technologies have been key to success *Why the physical contact center is changing, but not going away *How many agents are working from home, and in what format

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Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies. Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies: Digital transformation and digital workplace, Unified Communications & Collaboration (UCC), Customer Experience (CX) and contact center, Artificial intelligence and analytics.