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Forrester Webinar - Proficiently Producing Productive People

This webinar will explain how contact centers can improve their agent productivity, and how that effects overall company bottom line. Join Five9 guest Forrester Research analyst Art Schoeller as he explains the value of top-notch behind the scene tools in your contact center.

As customers continue to demand higher quality service interactions, the contact center agent has had to step up to the challenge. But is the technology behind the scenes promoting these improvements, or hindering the entire process?

Between self-service to omnichannel solutions, there are a multitude of avenues in which agents can assist in customer interactions. Having the right solution as the driving force behind the scenes in your contact center enables agents to not only better serve customers, but improve efficiency and ultimately sell more.

Attendees of this webinar will learn:
•How to handle increasingly complex customer interactions
•What to look for to efficiently manage multiple channels
•Additional tools that agents should have at their fingertips to better answer customer inquiries
Recorded Jun 23 2015 65 mins
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Presented by
Art Schoeller, Vice President, Principal Analyst, Forrester; Mayur Anadkat, Director of Product and Solution Marketing, Five9
Presentation preview: Forrester Webinar - Proficiently Producing Productive People

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  • The Neuroscience of People Management in a Hybrid World Nov 10 2021 10:00 pm UTC 60 mins
    Dr. David Rock, Co-Founder and CEO, NeuroLeadership Institute
    Tap into the power of applied neuroscience to improve employee engagement, strengthen productivity and retain top talent. Dr. Rock will discuss...

    • Challenges in leadership with a hybrid workforce, and solutions for a platform world of work

    • Implementing culture regardless of location and enabling employee autonomy

    • The science behind growing employee attrition/resignation and recruitment challenges—and what can be done about it

    • How to influence leadership to adopt more effective and inclusive talent practices based on science
  • Mindful Connection: Who are you unknowingly excluding from your communication? Nov 10 2021 6:00 pm UTC 60 mins
    Lori Sussle Bonanni, Founder and Communications Consultant at elssus, LLC
    In a world where there is a long-overdue focus on diversity, equity and inclusion, effective communication is critical. How can you ensure the way you communicate cuts through the clutter and reaches your intended audience with the right message?

    In this session, attendees will learn:

    ✔ How to think more broadly about how people consume the content you create
    ✔ Eight mindful ways to communicate
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    Andrew Deutscher, Founder & CEO of Regenerate
    It’s time to account for the full toll that modern work and a changing workforce is exacting on our ability to keep up with and stay ahead of the pace of change. With our boundaries broken down by a more interconnected world and widely distributed hybrid workforce, time has proven to be an insufficient resource in this era. It is energy, not time, that is our most precious and undervalued resource to solve this extraordinary challenge.

    In this 1-hour, interactive session, performance expert, executive leadership coach, and personal energy consultant, Andrew Deutscher will discuss how you and your team can develop, fortify, and maintain the energy and self-awareness required to stay unified, motivated, engaged, and committed, and more importantly, how to create a workplace that works in the context of a life that works.

    Regenerate…Come Back Stronger.

    Key take-aways:
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    -Critical insights on the choices you are making right now that impact your capacity
    -How to keep you and your team in the Performance Zone
    -A proven technique to improve your day to day energy
  • The HR Mindset: Keeping People First Nov 10 2021 9:00 am UTC 60 mins
    Dr. Karthik Nagendra, ICF Certified Executive Coach
    Work, as we know it, is changing. With the current global crisis catalysing the transition, changes in talent pool, engagement models, cognitive tools and other spheres are seeing seismic shifts in how organizations perform and excel. Work From Anywhere (WFX) is creating the rise of the ‘augmented workforce’ with Gen Z forming a significant part of it. This new school of employees want to be known for what makes them unique, according to a Gallup research. Supporting their desire to grow as a professional and a person, calls for organizations to put a “People first” strategy to be successful in the new normal

    Key topics to be covered/ Key takeaways:

    -Insights from “Future of work” study
    -Seeing the bigger picture in a digital world
    -Aligning people capabilities with business needs
    -Enabling & Equipping leaders to succeed
  • Great Retention: A Science-Based Approach to Hire, Inspire & Retain Your People Nov 9 2021 10:00 pm UTC 60 mins
    Pattie Grimm, CEO of Advantage Training
    We have a once-in-a-lifetime opportunity to change the way the world works, how work gets done, and how we measure success. Yet, we are faced with the great resignation, the biggest talent war in our history, shifting to a hybrid workplace, and new disruption every day.

    Many companies are still trying to apply outdated instinct-driven approaches to how they design their organizations, hire, inspire and retain their best people. What if there was a data and science-driven way to ensure your organization is ready for the “new world of work.”

    In this session, you’ll learn:

    1. Why does using instincts and “hope” to manage your talent no longer work today?

    2. How to use a data-based approach to Talent Optimization Strategy to improve your results.

    3. How to become a strategic HR business partner by leveraging data and science to how you design your organization.

    4. How to hire the right people and put them in the right roles using digital tools

    5. How to inspire and retain your top talent.

    Join us for this impactful, insightful, and powerful session to help you take your business to the next level!
  • Using Psychometrics to Hire Better Nov 9 2021 6:00 pm UTC 60 mins
    Juan Betancourt, CEO, Humantelligence
    During this session, Humantelligence CEO Juan Betancourt will discuss strategies for how to hire more effectively, using a psychometric-based framework that goes beyond traditional personality, skills, or knowledge-based assessments. With the Behaviors-Motivators-Work Energizers (B-M-W) framework, you can streamline your recruitment and interviewing process, build teams against a target culture that better align to company changes or remote work environments, and make the kind of hires that support increased diversity of thought.

    When you attend, you’ll gain insight into how to:

    -Assess candidates based on a total picture of one’s behaviors, motivators, and ideal work styles.
    -Eliminate subjectivity by tracking candidates against target profiles and using interview guides so you can add to, fill gaps, and ensure diversity of thinking on your teams.
    -Deliver high quality candidates by comparing to existing predictive performance success metrics.
    -Improve productivity of teams through better hires.
    -Streamline your recruiting process by 80% so you don’t lose out on qualified candidates.
  • Panel Discussion: How Technology is Transforming HR Nov 9 2021 4:00 pm UTC 60 mins
    Rohan Dickinson of Adway, Pattie Grimm of Advantage Training, Paige Kelloway of Crossrope & Vanessa Raath
    Despite potential budget cuts in other HR fields, 90% of HR leaders still plan to either maintain or increase investments in technology in 2021 and beyond, according to Gartner. Managing and hiring the right people can be difficult, but new tools and strategies have been developed to optimize your organization’s hiring strategy. Join us now to learn more about the newest developments in HR technology and approaches.

    Register now to hear from HR professionals and leaders discuss:

    -Top HR predictions and trends for 2022
    -Latest updates in HR technology and how organizations are utilizing them
    -How to best manage employees and hire talent amidst evolving company regulations and work environments
    -And more!

    Panelists thus far:
    Rohan Dickinson, Head of Partnerships at Adway
    Pattie Grimm, CEO of Advantage Training
    Paige Kelloway, HR Manager at Crossrope
    Vanessa Raath, Global Talent Sourcing Trainer and Tech Sourcing Expert
  • Illuminating wellbeing in Hybrid Times Nov 9 2021 1:00 pm UTC 60 mins
    Darren Glover, Director of People Operations at LR Medical
    Using an online platform (Lumien) we have been able to gain insight into the overall wellbeing of our workforce, and through partnership established effective immediate actions that all staff can take. This is measurable, and already showing impact in terms of wellbeing, engagement and productivity.
  • Science vs Art: leveraging psychometrics to raise assessment standards Nov 9 2021 11:00 am UTC 60 mins
    Tony Bainbridge, Partner, Board & Leadership Assessment, Stanton Chase, London
    Employers are facing increased competition for talent and higher expectations of their current and future employees. At the same time, due to remote interviewing, the risks and subsequent costs of making a poor hire have increased significantly.
    Employers can address these risks and objectively assess the largest candidate pool possible by integrating appropriate psychometric tools into their recruitment processes.
    Psychometric tests have proven validity in assessing and predicting leadership ability and potential, plus fit to culture and strategy but need to be selected appropriately.
  • Changing Workplaces: 3 Keys for Superior Leadership in Talent Management Recorded: Aug 18 2021 63 mins
    Akeela B. Davis, President, Courageous Business Culture
    As workplaces are changing, up to 50% of employees are expected to be changing workplaces, with costly consequences for organizations.

    This webinar reveals what Leaders need to do differently in 3 key areas
    • Communicating
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    to minimize the exodus and attract top talent.

    Attendees will also learn why it imperative to capture the hearts and minds of current and perspective employees, and what tools and strategies are available to them to achieve their best outcomes.
  • Innovative Employee Engagement Using Growth Mindset & Strengths-Based Coaching Recorded: Aug 18 2021 27 mins
    Reena Vokoun, Founder and CEO of Passion Fit™
    As we begin to emerge out of the pandemic and into a new normal, it's imperative for companies to focus on innovative employee engagement strategies. Leveraging tools focused on employee wellness, growth mindset and strengths-based coaching can result in a happy, healthy and loyal workforce. Join Reena Vokoun, Founder and CEO of Passion Fit™, TEDx speaker, author, certified health and wellness expert and personal and professional development coach, in this dynamic session to discuss:

    Employee wellness tools focused on work-life balance for remote, office or hybrid work, fitness, nutrition and mindfulness practices
    Growth mindset techniques to encourage learning, growth and career development
    Strengths-based coaching principles to cultivate employees’ innate talents, skills and strengths to maximize productivity and performance on the job

    At the end of the session, HR professionals will have a toolkit of employee engagement strategies that will help their companies, teams and employees thrive!
  • Ask, Align, and Act to transform the employee experience Recorded: Aug 18 2021 28 mins
    Caitlin Bigsby, Director Product Marketing, Visier
    The employee experience encompasses every touchpoint your employee has with your organisation and their perception of it. With a scope this vast, you may as well throw a dart at the wall to decide where to start.

    But there is a better way:

    - Ask the right questions of your people data to identify where you should focus
    - Align your findings with the observations of practitioners to decide where you should dig in
    - Act, with a plan designed to respond to the defined problem and monitor. the results.

    Join this session to see how the top-performing HR teams are guiding their organisations to better people decisions and business outcomes by adopting a proactive, problem-solving framework that directs action!
  • Ask, Align, and Act to transform the employee experience Recorded: Aug 18 2021 28 mins
    Caitlin Bigsby, Director Product Marketing, Visier
    The employee experience encompasses every touchpoint your employee has with your organisation and their perception of it. With a scope this vast, you may as well throw a dart at the wall to decide where to start.

    But there is a better way:

    - Ask the right questions of your people data to identify where you should focus
    - Align your findings with the observations of practitioners to decide where you should dig in
    - Act, with a plan designed to respond to the defined problem and monitor. the results.

    Join this session to see how the top-performing HR teams are guiding their organisations to better people decisions and business outcomes by adopting a proactive, problem-solving framework that directs action!
  • Shifting Empowerment: Diverse & Inclusive Employee Benefit Design Recorded: Aug 17 2021 49 mins
    Sylvia Doss, Founder & Consultant, Open Circles
    Current workforces are increasingly becoming more diverse in many ways, including age, sex, race, sexual orientation, gender identity, and disability. Diverse workforces are also strongly aligned improved business performance, innovation, and profitability. So businesses must provide support towards these outcomes by ensuring that the employee benefit offerings reach a diverse and inclusive employee population. Filling the gaps and correcting the disparities optimizes our employees' health, well-being, engagement and productivity.

    Join Sylvia as she shares her 15+ years of experience designing and implementing health and well-being strategies for employers. We'll discuss:
    -The impact this is having on your employee population, based on studies and employer results
    -How to identify gaps and disparities in employee benefits
    -Ways to go about designing strategies that are diverse, inclusive, and effective
    -Measuring and managing the results of your strategies
  • Creating a hybrid work environment for increased retention and engagement Recorded: Aug 17 2021 118 mins
    Lizz Pellet, Chief Talent Officer, Dowling and Yahnke
    Employers across the country are developing return-to-the-workplace plans that focus on office space, scheduling, and safety. But employees' emotional and psychological health should also be considered, as managing re-entry anxiety will be critical to returning to pre-pandemic productivity and engagement levels. Thus, in addition to worrying about engagement, employee retention is a crucial factor in creating Work From Home (WFH) and flexible work schedule policies.
    Session take away:
    What employees want and need to know
    Key points to ask to get accurate information
    Can flexible schedules allow for maximized collaboration and engagement
    Just how flexible is flexible
    How to create a pulse check program to monitor your culture and values
    Why and how your culture may have to shift a bit
    Trends in recruiting, post-pandemic, if there is such a thing……
    Is the employee turnover tsunami real or perceived
    What top candidates are looking for in their next career move
  • Hiring in the Volatile and Cutthroat Post Pandemic World Recorded: Aug 17 2021 59 mins
    Jason Yi, Hannah Liberman, Melissa Rokaitis, Kameron Norton, Danielle Bergere & Gita Selli
    Let’s face it, the world of recruitment is changing rapidly. Cutting edge technology, cautious candidates in a post-pandemic world, and the ever-growing need to demonstrate diversity and inclusion within your organization are requiring recruiters to adapt. This agility will be necessary for talent teams to ensure that we are creating and implementing the best recruiting strategies possible, both for candidates and the organization.

    Join Jason Yi (Choco), Hannah Liberman (CB4), Melissa Rokaitis (Wayfair), Kameron Norton (Loadsmart) and Danielle Bergere (Aircall), in a panel discussion moderated by Gita Selli (Loadsmart) covering these key topics that are on everyone in the talent world’s minds.

    We’ll cover:
    Hyper personalization: Tailor your approach to cut out the recruiter noise Candidate experience: Communication is even more important post covid Employer branding: The trends that attract the best talent
  • Advancing DE&I in executive population with psychometric assessments Recorded: Aug 17 2021 57 mins
    Tony Bainbridge, Partner, Board & Leadership Assessment
    External issues facing companies today:
    Demographic, social and reputation challenges are reducing the availability of candidates for most businesses
    The post pandemic economic bounce on candidate availability
    Requirement to level the playing fields – ensuring transparency and objectivity between internal promotions and external hires
    Increasing scrutiny over factors including background, age, ethnicity, neurodiversity, social issues.
    Building your employer brand
    Internal issues facing CHRO’s today:
    Portfolio talent model
    How to de-risk key recruitment and promotion decisions by providing objective, valid data to decision makers.
    How to ensure sufficient challenge of job analysis and the person specification
    Alignment vs groupthink
    Addressing the impact of limited skills and biases (conscious and unconscious) of assessors
    Ensuring positive candidate experiences – and avoiding the reputational issues from negative experiences.
    Levelling up:
    Use tests which are proven to have no differences across ethnic groups.
    Brief and prepare candidates for each stage of the process
    Monitor the progress of different candidate profiles throughout the assessment process
    Provide opportunities for candidates to disclose any specific concerns they may have.
    Make accommodations for the wide variety of disability and neurodiversity needs as appropriate during the assessment process
    Psychometric solutions can provide unique insight through multiple layers:
    Type vs trait based assessments
    Primary assessments can cover personality, aptitude. – eg, Hogan, Swift
    Secondary assessment of potential in addition to performance – eg Waves, Hogan
    Tertiary assessment of fit with both team and strategy.- eg Hofstede, Waves
    Predictive analytics enable scientific forecasting and reduce risk of costly errors while raising DE&I across the executive population. Assessing and leveraging digital readiness eg SHL
    Fujitsu case study
  • Recruitment Branding 101: How Culture & Vision Attract Top Talent Recorded: May 26 2021 38 mins
    Anthony Holloway, Head of Talent at Woebot Health
    Recruitment Branding
    g 101: How Culture & Vision Attract Top Talent
    -How To Build Trust & Pipelines Through Content Marketing
    -The ONE THING You Need To Create A Remarkable Candidate Experience
    -How to 2X the quality of inbound candidates within 14 days
  • Panel Discussion: Discovering Dedicated Talent Recorded: May 26 2021 52 mins
    Panelists: Hire Heroes USA, Swiftly, Advantage Performance & Training and Courageous Business Culture
    2020 had hiring managers busier than ever, and 2021 is predicted to be just as busy as recruiters try to keep up with the ongoing and increasing number of job applicants. According to the Bureau of Labor Statistics, more than 4 million people in January had been out of work for more than six months, not including those who’ve given up looking or have had other duties amidst the pandemic.

    In addition to those already job hunting, spring brings new incoming students who may have already begun looking at opportunities. It’s important for recruiters to analyze and focus on new approaches, mindsets, and technology that’ll be able to support the continuing and growing influx of applicants while improving the candidate experience for organizations and applicants alike.

    Join this webinar to learn:
    - Why a growth mindset is necessary to find capable talent, and how a flexible approach leads to better internal mobility
    - How to reword job descriptions to discover new talent
    - How automation can support recruiters in finding diverse talent
    - How integrated technology can simplify the hiring process

    Pattie Grimm, President, Author, Speaker, and Trainer at Advantage Performance and Training

    Carmen White, North Carolina Area Manager at Hire Heroes USA, and Owner of HR Consulting Firm, Perfect Pens Workforce Solutions and Publishing Company LLC
    Jesus Romero, Talent Acquisition Manager at Swiftly
    Akeela Davis, President at Courageous Business Culture
  • Social Recruiting Trends in 2021 Recorded: May 26 2021 23 mins
    Rohan Dickinson, Partnerships Manager, Adway AB
    We will cover social media trends, learnings from e-commerce, and how to programmatically use social media to firstly produce high quality ads utilising employer branding efforts and secondly how to wrap this all up together using AI targeting in order to attract and get your desired candidates!
Trends and Best Practices for Human Resource professionals
This BrightTALK Channel features useful content for human resources professionals. Presentations will cover employment and labor law, emerging media trends, training, onboarding, and employee engagement.

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  • Title: Forrester Webinar - Proficiently Producing Productive People
  • Live at: Jun 23 2015 5:00 pm
  • Presented by: Art Schoeller, Vice President, Principal Analyst, Forrester; Mayur Anadkat, Director of Product and Solution Marketing, Five9
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