Timezone: EST
Is it Labor vs Tech or Labor and Tech?
The marriage between labor and tech in Contact Center has never been more clear! You can't have one without the other and expect maximum ROI in today's up-and-down economy and uncertain labor market.
With budgets tightening as we approach an uncertain 2024 economy, brands of all shapes and sizes are looking for ways to do more with less.
Please join Outsource Consultants as they discuss the state of labor and tech in the Contact Center Space with a specific focus on:
Cost Reduction and Budget Creation to Fund Strategic Initiatives
Tech and the Impact on Agent Experience and Retention/Attrition
Strategy Behind Labor and Tech Marriage in Contact Center
YOUR HOST
DR. REBECCA HOMKES
High-Growth Strategy Specialist, Educator + Previous Fellow,
London Business School, Duke
Dr. Rebecca Homkes is a high-growth strategy specialist with the London Business School’s Dept of Strategy and Entrepreneurship, an Educator at Duke Corporate Education, and a previous Fellow at the London School of Economics’ Centre for Economic Performance. With her boutique consultancy, she advises CEOs and executive teams of top global companies and fast-growing enterprises on developing and executing growth strategies through extreme uncertainty.
FEATURED SPEAKER
Tom Luther
Channel Director, Outsource Consultants
Tom Luther has spent the last 19 years as a Contact Center and Customer Success executive. His areas of experience center around Contact Center Advisory Best Practices, and Global Outsourcing Trends and is considered a thought leader within the realm of Customer Experience and Technology. Presently, Tom is the Channel Director for Outsource Consultants, a leading outsourcing advisory firm based out of Minneapolis, Minnesota.
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