Moderator:
Benny Serna, Executive Vice President, Call Center Operations, DHR Health

Abstract:
High rates of attrition and no humans to hire have put Contact Center Management Teams into a scramble to hire and hire anyone! Such extreme conditions means interviewing managers have lowered the bar and are hiring anyone with a pulse. However, the ripple effect of hiring less qualified talent will be something to deal with in the months and years to come.

Key Take-Aways:

• Self-service business lines in a contact center environment – have the shortcomings of this tech burned its bridge with consumers? Or is it now the preferred method?
• Best practices for current Omni channel service lines vs. company culture change into self-service.
• If self-service is the answer, should you build it? Or buy it?