MANAGING A CONTACT CENTER DURING A PANDEMIC

The 100% remote workforce caught many unprepared. But legacy contact center KPIs may be what helps the industry maintain operations over the next 6 months (ironic how the lowest paid team members are the most highly monitored and tracked!).   

Register now, and in this 23-minute Lunch & Learn, you'll learn the 3 Pillars of Truth in supporting contact centers operating during a pandemic:

Management:

• Remote vs. onsite KPI management
• Which KPIs, tools, and processes are now impossible
• How to help agents when everyone is remote 
• Learn some ideas for additional data points to report/monitor to offset what you’ve lost

Motivation:  

• Motivating remote staff without hanging banners or putting food in breakrooms

Relationship:

• Why will team members want to stay with the organization when there's no “cool” office anymore?
• How do we maintain close relationships with our valued remote teams--for weeks, months, perhaps forever?

***Join us for this webinar on April 16th, 2020 at 12:00 PM CST***

***Even if you cannot attend, all registrants will be given a link to view a recording of the webinar.***

The Speakers

About Michelle O'Brien, Vitec: Michelle O’Brien is a partner and head of Operations at VITEC, Inc. A visionary entrepreneur, she employed her keen market sense to shape VITEC into a customer-centric organization. Her creation and adaptation of exclusive offerings, such as rep round tables and Client Advocate, set VITEC apart by providing clients with invaluable information, actionable activities and measurable growth.

About Kleid Gjataj, Mindsight: Kleid is the Principal Consultant at Mindsight, an IT Solutions and Consulting firm located in the Chicago area. With nearly 15 years of experience in both domestic and international consulting, Kleid has helped contact centers of all sizes to bridge the gap between business and technology. His extensive experience with IVR, ACD, screen pop, omnichannel, speech analytics, quality management, outbound dialer, and custom applications is grounded in understanding the critical value of the customer journey.

About Vince Fulgenzi, Vitec: 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.