The US market is facing it’s most severe labor shortage in decades.
Contact centers are struggling to recruit, retain, and engage their employees. At the same time, customers now increasingly expect the contact center to handle complex interactions with an aura of empathy, critical thinking and personalization. When customers encounter contact centers that meet these criteria, they are 95% more likely to support the brand.
How can companies close the talent gap in this challenging environment? How can they not only attract the right talent, but also provide them with the tools and know-how to wow customers?
Join Brian Cantor, Principal Analyst & CCW Digital Director for IQPC's Customer Management Practice, as he shares:
- Best Practices and what it takes to attract and retain talent today
- Insights from research and real-life case studies about how the role of the agent is changing
- Tips on how companies can prepare their agents to meet a higher standard for service and organizational impact
SPEAKER
Brian Cantor
Principal Analyst & CCW Digital Director with IQPC
Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s industry-leading market studies and special reports. Additionally, he serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals.
MODERATOR
Amit Shankardass
Executive Vice President, Market Engagement, Teleperformance
As the Executive Vice President of Market Engagement at Teleperformance, Amit is responsible for aligning the company’s value proposition to market needs and leads the go-to-market efforts for the English World region. With over 18 years of industry experience, Amit brings a tenured history in the Customer Experience Management arena, having functioned as the Chief Marketing Officer at various BPO companies. Amit has led several innovative product development efforts in the BPO sector and is a frequent speaker at thought leadership seminars and conferences worldwide.
Strategic Insights