In fact, it needs even greater attention and a smarter approach. The shift to remote work, rise of the cloud and development of customer expectations, among many other factors, means that in 2021, each stage of an agent’s journey with your organization must be re-evaluated in order to map out a smarter approach for empowering your workforce.
Calabrio brought together an expert panel to give you their insights and advice on what the new approach should entail for each stage. Brad Snedeker, Product Marketing Director at Calabrio were joined by Donna Fluss, President of DMG Inc., Meghan M. Biro, Founder & CEO at TalentCulture and a featured Calabrio customer.
Join our panel as they travel through a smarter approach to:
Brad Snedeker is the Director of Customer Advocacy at Calabrio. With over 20 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s head of Customer Advocacy, he works directly with users to teach and develop new and innovative techniques to implement customer engagement and WFO best practices.
Donna Fluss, president of DMG Consulting LLC, is highly regarded by industry, enterprise, contact center and financial leaders as one of the foremost experts on contact center, analytics and the back office. With 30 years of experience helping organizations build world-class contact centers and back office operating environments, and assisting vendors to develop and deliver competitive solutions, Fluss created DMG Consulting to deliver unparalleled and unbiased research, analysis and consulting services. She is a renowned speaker, author and expert source for industry and business publications.
Meghan M. Biro is a globally recognized Talent Management and HR Tech brand strategist, analyst, digital catalyst, author and speaker. As founder and CEO of TalentCulture and Founder of the #WorkTrends Community, she has worked with hundreds of companies, from early-stage ventures to global brands like Microsoft, IBM and Google, helping them recruit and empower stellar talent.