december, 2022

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

Event Details

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

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?



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



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