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Workforce Strategy - How AI Can Make Every Agent Your Best Agent

Talkdesk

Presented By: Talkdesk



Live Date: July 25, 2019. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Jafar Adibi, Head of Data Science and AI, Talkdesk, and

Dale Sturgill, Vice President Callcenter Operations, Employbridge

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About the Webcast

The era of "optimizing" your workforce is over.

Modern contact centers must not only utilize their workforce to its fullest potential, they also have to find ways to keep agents engaged, empowered, and fully focused on the customer experience. Agent empowerment requires a combination of trust and technology.

Join this webcast as we discuss:
•    What Workforce Engagement is and why it's important
•    Why contact centers are transitioning from Workforce Optimization to Workforce Engagement
•    How AI creates new opportunities for agent empowerment    
•    Ways to boost CSAT while reducing agent effort

 

About the Presenters

Jafar Adibi , Head of Data Science and AI, Talkdesk

Jafar Adibi is the Head of Data Science and AI at Talkdesk where his main focus is building AI enabled intelligent contact centers. Prior to joining Talkdesk, Jafar developed advanced Machine Learning solutions for understanding people behavior and consumer intelligence at PwC, Reunify and Incentica. He is a former research scientist at the USC Information Sciences Institute where he invented novel link discovery systems with applications in counter terrorism, business intelligence and viral marketing. Jafar holds a Ph.D. in Computer Science from the University of Southern California and is a recipient of multiple national and international awards.

Dale Sturgill, Vice President Callcenter Operations, Employbridge

Dale Sturgill has over 20 years in the Call Center Industry with a focus on Call Center Start-up and reorganization. Throughout his career he has had stops at companies such as General Electric and Neustar. Currently he is the Vice President of Call Center Operations for EmployBridge! EmployBridge is the largest light industrial staffing in North America and has 3 contact centers in the US. Dale continues to look for new advancements in Technology to continue creating efficiencies within EmployBridge.