Should contact center executives embrace permanent work from home?
Join Ernst & Young, LLP and ASAPP as we discuss the opportunities and concerns associated with the recent WFH agent workforce. We’ll dive deep into our joint report on CX in 2022 analyzing the frustrations and motivations of CX leaders and contact center agents across dozens of industries.
Learn what agents and companies are saying around how new working models impact:
- Onboarding and training
- Coaching and quality management
- Productivity and support
- Building and maintaining culture
- Contact center technology
Walk away with a better understanding of how to:
- Incorporate new operating models that lower expenses
- Redefine success metrics for remote CX agents
- Embrace technologies designed to augment at home learning and productivity
- Become more confident in supporting a WFH agent workforce
Greg Guthridge, Partner, Global Customer Transformation Lead, Ernst & Young, LLP
Greg has 30 years experience in helping companies as they navigate rapidly changing market dynamics, helping build innovative strategies that seize opportunities for transformation. He works with companies to leverage digital technologies and drive innovation at speed—while always placing humans at the center of the dialogue.
Ted Burke, Senior Director - Product, ASAPP
As Senior Director of Product Management, Ted is responsible for customer experience across ASAPP’s solutions. He works with some of the world’s leading brands, including JetBlue, DISH, Charter, American Airlines, and more, to empower agents and streamline contact center operations with AI-driven automation to dramatically improve performance.