Embracing Humanity in the Contact Center Space

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Presented by

Dan Smitley, Director of Strategy and Optimization, Call Design NA

About this talk

CCNG August Town Hall: Embracing Humanity in the Contact Center Space In an increasingly data-driven world, it's easy for organizations to lose sight of the human aspect in the contact center space. Join us for an engaging town hall session as we explore the importance of staying human-centered in customer experience (CX), employee experience (EX), and agent experience (AX). We'll delve into the value of seeing people as individuals, not just data points, and discuss how prioritizing their humanity can drive long-term success for your organization. Through interactive discussions and real-life examples, we'll uncover practical strategies for providing personalized and authentic support to both customers and employees while maintaining a healthy balance between their needs and financial sustainability. Dan’s been in the contact center space for over 20 years, starting as a tech support analyst for a dial-up internet company. Most of his career has been in WFM where he’s excelled at leading culture driven teams and championing employee engagement for frontline agents.
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