Frost & Sullivan

— Virtual Think Tank —

Beyond the Call:

Balancing Work & Life for Exceptional CX

Michael DeSalles

Moderator: 
Michael DeSalles
Principal Analyst
Frost & Sullivan

Wednesday, December 13, 2023
11:00 AM – 12:00 PM ET

We are pleased to invite you to an exclusive discussion with your peers to gain your perspective in support of our ongoing industry research.
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Join us for this Timely Discussion!

Employee Experience and Customer Experience are directly related. With an optimum work-life balance, contact center agents experience wellness and satisfaction, which in turn leads to better customer interactions and delightful customer experiences. Join industry thought leaders to discuss the evolution of work culture and technology’s role in influencing agent experience that eventually impacts customer experience, loyalty, and lifetime value.

The key questions we will be discussing are:

What are some innovative technologies and tools that have successfully transformed your contact center culture?

How can technology support agents in achieving this balance without compromising customer service quality?

What are the challenges in creating a culture that fosters BOTH employee engagement and customer satisfaction?

What future trends are on the horizon in terms of work-life balance, technology, and their impact on contact center customer satisfaction?

Which strategies have proven most effective in attaining a work-life balance for agents?

During this Virtual Think Tank, Frost & Sullivan’s Principal Analyst, Michael DeSalles, will moderate a discussion to identify how companies can work towards creating an environment that employees love. Thought leaders will share ways that organizations are putting a focus on company culture and work-life balance as a competitive differentiator.

Participants

Matt Mohr

Matt Mohr
Director CX
Eaton

Tata Communications
Philip Palmer

Philip Palmer
Director, Platform Infrastructure,
and Cloud Services
Veritas Technologies LLC

Veritas
Sanaullah Shaikh

Sanaullah Shaikh
Senior Director, Technology
Nike

Nike
Rahul Garg

Rahul Garg
VP, Product, AI, and Self-Service
Genesys

Nike
Michael Koidahl

Michael Koidahl
Head of Converged
Communications Sales
for the Americas
Tata Communications

Tata Communications
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FAQ

What is a Virtual Think Tank?
A Frost & Sullivan Virtual Think Tank is an exclusive, unique and highly engaging conversation that brings together a diverse group of industry leaders to discuss their opinions on a certain topic. Content from this collective discussion will be featured in an upcoming Frost & Sullivan article where you have the options to be highlighted as a thought leader. Your insight as a strategic partner is invaluable.
Why should I participate?
  • Share & Learn Best Practices: Engage in strategic conversations with your peers. The open, candid discussions you have will spark creative thinking and help you formulate new ideas for implementation.
  • Increase Your Peer-to-Peer Network: Connect with other senior level leaders in your industry on a more intimate level.
  • Get Access to a Frost & Sullivan Analyst: Engage with our industry experts to gain additional insights and ask them your questions.
  • Demonstrate Your Industry Expertise: The insights, feedback and best practices shared by you will be part of an upcoming Frost & Sullivan article. Through your participation, both you and your company will be positioned as a leader.
Will I have the option to be quoted or not?

Yes, all participants have the options to be quoted or not in the article.

Will I get a copy of this article when published?

Yes, we would be more than happy to send you over a complimentary copy of the article once published.

Who can I speak to about additional questions?

Please contact Danielle Floyd at danielle.floyd@frost.com

Confirm Your Participation

In Collaboration With

In collaboration with TATA and Genesys