Hybrid Workforce: The Transformation of the Call Center

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Presented by

George Wilson, Vice President AMER Sales Acceleration, Poly; Michael Ringman, CIO, Telus; David Hadobas, President/CEO, CCNG

About this talk

The verdict is in: You made it through the worst and are looking at returning to the call center. But wait... According to Frost & Sullivan, 20% of call center employees will continue to work from home when the pandemic ends. It is expected many of these employees will be working in a blend of home and office or "hybrid working". So, how can you ensure a healthy, happy, and productive Call Center workforce? In this round table discussion, Poly and Call Center experts, Mike Ringman and David Hadobas, share their insights into how the modern call center is transforming and the impact it will have on your business and employees. In this 45-minute session you will: *Learn how customer service representatives can be successful while business is unusual *Learn about the technologies that will help your workforce when hybrid working *Help improve your attrition rate and keep your employees happy

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.