The global pandemic has not only changed our lives personally, but it has drastically changed the way companies do business. Business resiliency that was once intended for a short period of time has now extended over months and in some cases permanently. While there are contact centers that had already shifted to remote working for a lot of companies during the pandemic they were rapidly faced with both technology and cultural challenges. As we begin wrapping up 2020, join the Chicago Chapter as we look at how remote working changed for the contact center. Avaya’s 2019 partner of the year VOX Network Solutions will be taking us through the question: COVID-19 – Now what? Attendees will have a chance to win giveaway prizes & partners are encouraged to invite their customers. Look forward to seeing you online!
Agenda:
9:45 am - Spaces Virtual Room Opens
10:00 am - 10:15 am: Welcome and IAUG News
10:15 - 11:15 am: "COVID-19 – Now what? Working from home in the Contact Center 2020." - Chanley Geveshausen, VP of Customer Experience at VOX Network Solution
Enduring a Global Pandemic continues to be a first for many of us. As such the need to adjust the speed of work from home deployments continue. As this occurs, there are a variety of technology and operational considerations we continue to hear often:
- All Users need to be able to work remotely
- The Pandemic has forced companies to make quick cultural decisions: some organizations have NEVER had contact center agents or administrative users working from home. There are not only technical and security compliance considerations, but operational, procedural, and people considerations to handle.
So, what are our contact center customers most worried about? Join VOX as we embrace the new work from home paradigm and explore the best practices and customer adjustments that must be considered in a post COVID work from Home Environment.
11:15 pm - 11:30 pm: Wrap Up & Prizes
Avaya Spaces Information:
Please use this link to join via web, please note that Google Chrome is the most compatible browser.
Dial In Information:
Space ID: 985-928-393
US (Toll Free): +1 855-378-8822
CANADA (Toll Free): +1 855-378-8822
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CANADA: +1 514-500-7751
