Andrea Schwark

Executive Director, Operational Efficiency and Planning Verizon

Thurs, Jan 28 - Workforce 2021

Thursday, January 28th, 2021

12:15 PM Rethink On-Demand Workforce Strategy: How to Integrate Gig Economy Strategies Across the Enterprise

The state of the contact center has drastically shifted. Agents no longer have real-time human support from their peers or leaders to successfully serve their customers. Contact center leaders had to quickly understand the evolved needs of their frontline employees in this new virtual environment to support and serve them in a meaningful way. In this Big Idea session, Andrea will share automation strategies that work for her agents and leaders to provide assistance, emotive tools, and real-time support that’s necessary to move forward in the modern workforce.