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Schedule 2024

Session 403: Harnessing Contact Center Dynamics to Achieve Top Performance

Brad Cleveland  (Senior Advisor & Co-Founder, ICMI)

Date: Thursday, October 24

Time: 10:15 am - 11:15 am

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass - Get your pass now!

Track: Elevate Your Strategy and Leadership

Session Type: Session

Vault Recording: TBD

Back by popular demand! Join Brad as he unveils the principles behind contact center behavior and how to turn them to your advantage. Yes, they matter more than ever in the AI era! Dive into timeless dynamics, including the potent pooling principle, the law of diminishing returns, the pivotal “power of one,” and the delicate balance between agent occupancy and burnout. Discover how contact centers, from nimble startups to expansive multisite operations, have transformed these "immutable laws" into robust strategies and enhanced performance. With a blend of deep industry wisdom and actionable insights, this session is a must-attend.