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.
Peter Eischeid (VP, Global Head of Product and Engineering, Talkdesk)
Nick Morris (Sr. Director, Workforce Optimization, LiveVox, Inc.)
Cameron Smith (VP, Product Management, WEM, Genesys)
Mike Bourke (SVP Product, five9)
Robin Gareiss (CEO & Principal Analyst, Metrigy)
Date: Wednesday, September 29
Time: 2:15pm - 3:00pm
Track : Contact Center & Customer Experience
Session Type: Virtual Conference Session
Vault Recording: TBD
CX leaders focus heavily on improving the customer experience, but the agent experience is equally as important because of its impact on overall customer satisfaction. There is no shortage of tools to manage workforce optimization (WFO) and to bolster workforce engagement (WEM), and nearly 60% of companies already are using at least some of these applications, according to Metrigy, a research and strategic advisory firm that analyzes enterprise success metrics.
This session will review a taxonomy of applications available to address agent experience and management. These include a variety of analytics capabilities, scheduling and shift trading, coaching and gamification, onboarding, and more.