CH Consulting Group consultant and contact center expert, Wayne Barnes, discusses Work from Home (WFH) progress in the pandemic era: panic, normalization and optimization. When pandemic first hit, there was a lot of panic. How do we quickly roll out WFH staff? How do we ensure they are effective and compliant? Many companies used temporary “band-aid” solutions that would work in a pinch, but are not viable long-term options. As the COVID-19 restrictions settled in and a new “normal” was established it’s now time to start optimizing your WFH staff to ensure your WFH agents are performing at a high level. Tune in as Wayne discusses how your organization can optimize WFH staff.

Optimizing your Work from Home (WFH) Staff in the COVID-19 Era — YouTube

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Have you re-evaluated your technology strategy to adapt to the new business world that has emerged post COVID-19? How does speech analytics, virtual agents, bots, role process automation play into your technology strategy? Is your technology strategy aligned with emerging tech and customer experience trends?

CH Consulting Group consultant and contact center expert, Wayne Barnes, discusses technology trends in 2020 and how they may play out in 2021. Listen in as he discusses how the contact center’s technology landscape is evolving as a result of COVID-19. Topics covered in this discussion include Artificial Intelligence (AI), Interactive Voice Response (IVR), cloud computing, machine learning, and web services.

Technology Trends in 2021 — YouTube

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CH Consulting Group

CH Consulting Group

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