SUCCESS AND STRUGGLES IN STRANGE TIMES: Q&A WITH 6 CONTACT CENTER LEADERS

The landscape for contact centers is changing rapidly with more agents than ever working from home. We've assembled a panel of contact center leaders from organizations of all sizes and industries. Hear their answers to questions you've likely been asking over the last few months.

• Have KPIs changed?
• Has productivity improved? What about turnover?
• What percentage of your agents will never physically come back to the contact center?
• What are the pros and cons of working form home based on recent experience?
• How have you resolved compliance issues (PCI, HIPAA, etc.)?

Join us and other industry professionals to learn what organizations like yours are doing to keep up.

The details

Wednesday, June 17th, 2020
12:00 PM CST
***A recording will be made available to all registrants***

The Panelists

Brent Baker City Utilities of Springfield	Shawn Hoy United Healthcare & Optum RX
Brian Dampman ACQ Holdings	Rick Schier Community America Credit Union
Mike Mayfield Garmin	Julie Kerr US Bank

The Presenter

Vince Fulgenzi threw open the doors of VITEC Inc. in 1989 and has never looked back. Vince is a trusted advisor for centers around the globe. He is called upon regularly to counsel executives, leadership groups and teams interested in improving the effectiveness and efficiencies of their contact centers. Vince’s two-term stint as president of the Association of Contact Center Professionals (ACCP) further solidified his perch as a proven specialist in advocacy for the customer experience.