Predictive Emotional Insights - Taking Care of the People at the Heart of Work Experience
Thursday Nov 6, 12:00 PM – 1:00 PM EDT — RECORDING
Are managers and agents getting the support they need, or are they left out in the cold? Burnout is a problem for everyone, and the Workforce Optimization team should have the right resources to know not only who is in danger of quitting, but also WHY! Humans are driven by emotions, and you need more than KPI's to keep your agents happy and engaged-- you need emotionally-driven analytics. Our dynamic session will discuss the importance of tracking the impact of key events on your agents' emotional wellbeing, understanding why they're unhappy, and preventing burnout before it happens. You'll leave with a human-centered plan for how the WFO team can use Empathetic Analytics to tame burnout and reduce attrition!
Presenters:
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Michelle Gaffney, CEO, Corvoca
Michelle has worked in many different roles in the Contact Center/WFO industry, including starting a new contact center in Ireland from scratch for eBay. She has a deep understanding of and respect for the work that WFO teams do to make a contact center successful. She's a champion of the idea of HEFA in the contact center: Employees in every role are better when they're Happy, Engaged, Fulfilled, and Aligned at work. She and her team have made it their mission to help build a HEFA culture for their customers with the goal of increasing happiness and reducing burnout.
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Shawn McCormick, Chief Innovation Officer at Call Design North America
Shawn has worked over 25 years in the contact center and workforce engagement management space, helping businesses bridge the gap between people and technology. He strongly believes that WFO is one of the best examples of how AI can support humans, helping them achieve new levels of efficiency and job satisfaction. Shawn lives in Nashville, and he believes that buying books and reading books are two different hobbies.
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