webinar on demand

Forrester Insights: Implementing a Future-Fit Global Workforce Strategy

Decode Features and Functionalities to Manage Your Global Customer Service Workforce

 Managing the global customer service workforce needs a nuanced, end-to-end strategy. More importantly, it needs a sophisticated technology platform that understands current complexities and emerging needs and solves for it.

Listen to Vasupradha Srinivasan, Senior Analyst at Forrester, and lead author of The Forrester Wave ™: Workforce Optimization Platforms, Q4 2021, for interesting insights on market trends, challenges, and Forrester recommendations to implement a future-fit global workforce strategy. 

Your key takeaways from the webinar will include learning how to:

  • Understand workforce complexities in the new normal
  • Decode features and functionalities that matter
  • Identify technology partnerships that make you future-fit

Learn to develop a strategy for the customer service and workforce needs of today.

Vasupradha Srinivasan, Senior Analyst, Forrester

Vasu serves application development and delivery (AD&D) professionals. Her research helps AD&D pros successfully navigate the challenges in building and orchestrating winning customer engagement across digital support channels and journey-based engagement. Vasu advises Forrester clients on how to transform the contact center and customer engagement, with practical insights into technology, platforms, data, and analytics, defining strategy, and achieving operational excellence. Vasu’s research helps clients understand the relevance and dynamics of customer and interaction analytics in contact centers.

Vasu has worked in various channel transformation, channel insights, customer experience, and strategy roles at BPOs. Most recently, she led the channel transformation and insights-driven BPO practice at Wipro Ltd, where she drove technology and market strategy for digital channels of support, including chatbots, chat, virtual assistants, social support, and AI-driven customer engagement applications in both voice and text. Prior to that, Vasu was with [24]7.ai, where she worked in a variety of transformation-focused roles within the customer engagement space.

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