Andrea Scwhark

Executive Director, Customer Service Operational Efficiency & Planning Verizon

Day 1: Wednesday, May 19th

Wednesday, May 19th, 2021

1:45 PM IGNITE SESSION: Rethink Workforce Strategy: How to Integrate Automation Across the Contact Center

The operational context of the contact center has shifted drastically. Agents no longer have real-time human support from peers or leaders to successfully serve customers. Contact center leaders were forced to quickly understand the evolved needs of their frontline employees in the new virtual environment and support them in a meaningful way. In this quick-fire Ignite session, Andrea will share specific automation strategies that worked for her agents and leaders to provide assistance, emotive tools, and the real-time support required for agents to effectively serve customers.

Check out the incredible speaker line-up to see who will be joining Andrea.

Download The Latest Agenda