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The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services. ALL TIMES LISTED ARE (U.S.) EASTERN TIME ZONE.

The Future of Workforce Engagement


David Gardner  (VP, Research & Insights, Talkdesk)

Date: Tuesday, September 28

Time: 11:15am - 12:15pm

Session Type: Video Discussion Group (Virtual)

Vault Recording: TBD


If organizations have learned one thing from the events of the last year, it’s that no matter where we work, collaboration and communication are critical. Talkdesk research indicates that more than 60% of organizations expect to implement a hybrid workforce distribution model when a return to the office is deemed safe. As leaders attempt to strike the “right” balance between remote and on-site work in a post-COVID world, they must confront a nuanced and ever-evolving set of considerations, risks, and expectations, among customers and employees alike. In this session, we will explore the drivers and potential implications of these decisions, and share our predictions for the future of workforce engagement and collaboration in the contact center.

Topics to be covered:
• Workforce distribution models in a post-pandemic world (and their implications for employee engagement and collaboration)
• Key drivers of employee satisfaction and engagement in the contact center
• The evolving role of contact center employees in driving company performance and growth