Description

This paper will provide the top takeaways from the insightful the 18h Annual Customer Contact West: A Frost & Sullivan Executive MindXchange and showcase some real-life examples of companies that successfully managed the challenges that COVID-19 brought forth and their plans to manage through the economic downturn companies are dealing with today.

The most prominent themes include:

- shifting to hybrid models and flexible scheduling to retain employees
- keeping remote employees engaged
- onboarding and training remote and the next generation of employees in an effective way
- infusing AI to improve customer and agent experiences
- deploying self-service capabilities while maintaining brand loyalty
- hiring best practices
- the value of emotional intelligence and empathy

Learn about the challenges and successes contact centers have faced over the past year, and what they intend to tackle in 2023.

Author: Alpa Shah