december, 2022

01dec2:00 pm3:00 pmVirtual Roundtable on Enabling First-Class Self-ServeA Council Virtual EventRemote

Event Details

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?

more

Time

(Thursday) 2:00 pm - 3:00 pm EST

Location

Remote

How To Join

The Customer Engagement Leadership Council is accepting applications for membership. Complete the form below and a member of our team will contact you to share more about the incredible value of the Customer Engagement Leadership Council.

Office Location

Frost & Sullivan
7550 1H 10 West, Suite 400
San Antonio, TX 78229-5616 USA

Email

councils@frost.com

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