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Dan Smitley: Speaking at the Call and Contact Center Expo USA

Dan Smitley

Call Design

The Machines Have Taken Over – Now What?

There are a lot of conversations around how AI and ML can be, or should be, impacting the contact center now, but what about the future?

In this quick glance into the future, Dan Smitley shares how Contact Centers will need adjust as the machines begin to take our jobs. Spoiler alert: We’re more important than simply a battery source for their world domination.

About Dan Smitley

Dan has been in contact centers for over 20 years and leading WFM for over 15 years. In previous roles he has been the Director of People Analytics and WFM and on the Board of Advisors for SWPP.

He is currently the Strategy and Optimization Czar at Call Design where he is helping teams think critically about how they can leverage their contact center and WFM teams as strategic assets for their organizations.

He is passionate about work/life balance and providing flexibility to all levels of employees in the organization. A primary driver for him is the employee experience and how WFM can be the culture champions at any organization. He lives outside of Charleston, SC but was born and raised in Ohio.