The Future of Work: What Does It Mean for the Contact Center
On Demand

Tuesday, June 8, 2021 | 2:00 p.m. EDT

Presenting:

Sheila McGee-Smith

President & Principal Analyst
McGee-Smith Analytics 
Lauren Maschio
Manager, Product Marketing Team
NICE

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

The future of work as a business theme has been around for several years but came to prominence during the global pandemic. The crisis accelerated existing trends in remote work, e-commerce, and automation, all of which have major implications for those of us who work in and manage contact center operations.

An important aspect of the future of work is attracting and retaining talent, building better leaders, and creating a customer experience culture. In this webinar, renowned contact center industry analyst Sheila McGee-Smith and Lauren Maschio, Manager, Product Marketing Team at NICE, will delve into the intersection of the future of work and quality management innovation. They will discuss:

  • Why remote and hybrid work require a new approach to quality management.
  • What new tools are available for agents, supervisors, and managers to meet today’s challengers.
  • The success leading companies have had using AI-infused technology to transform their contact center operations

Register for the On Demand Webinar

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