Sponsored by

Las Vegas Convention Center

26th & 27th April 2023

10AM - 5PM WED & 10AM - 4PM THUR

Apr 26 & 27 / 2023

LVCC, Las Vegas

Josh Varela: Speaking at the Call and Contact Center Expo USA

Josh Varela

Enterprise Director Contact Center  -  Ring Central

The Rising Agent Migration - How to address elevated expectations and make 2022 the best year yet

What agents want? Knowing that answer and enabling great agent experiences is your best chance to deliver effortless customer experiences. Covid and great resignation has shifted the power from employers to employees and priorities from consumers to consumer-employee. Millions of contact center agents showed up from their homes and mobile phones to support customers and companies in times of need and stress. Obsessively focussing on monitoring and driving agents to hit performance metrics alone will not help you win and keep both agents and customers. 2022 is the year to super charge these frontline experience makers by making their work easier to make our lives better. Attend this session to learn how agent needs are changing, how more human approach and smart technology can help create happy and high performing agents. Use the best practices from this session to make your agents successful, satisfy your customers and achieve your business ambitions.