Designing Customer Experience for Scalability and Agility

It’s that time of year again. It seems that summer has just begun, but it’s already time to think about back-to-school chores. In the business world, that back-to-school flurry of activity is mirrored by seasonal business factors. In healthcare, it’s enrollment periods. In sales, it’s end of quarter.  As businesses ramp up, how contact centers handle these spikes in activity has traditionally meant engineering for peak demand and hiring seasonal employees who may or may not be skilled for the rigors of the busiest time of the year. Today, however, you have an arsenal of tools to help you deliver digitally transformed customer care that can scale with your business.

Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith for a look at how your business can design your customer experiences to be ready for the scalability and flexibility required by seasonal business demands and both expected and unexpected traffic spikes. She’ll discuss:

• New rules for capacity scalability
• Managing and training work-from-home agents
• The role Artificial Intelligence can play in designing for flexibility

About Sheila McGee-Smith, President and Principal Analyst
Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and customer experience communications markets.  Sheila serves as the Contact Center Track Chair for Enterprise Connect, is a frequent contributor to No Jitter and can be followed on Twitter at @mcgeesmith.

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