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ICMI's Contact Center Expo: A Digital Experience provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community. Click on session titles for full session descriptions. All times noted are in EST.

Session 503: How AI Can Solve Workforce Management Challenges

Christa Heibel  (Founder and President, CH Consulting Group)

Derek Carder  (Chief Operating Officer, Frontpoint)

Location: Session page in app

Date: Thursday, May 18

Time: 2:45 pm - 3:30 pm

Track: Maximize Productivity and Operations

Session Type: Session

Vault Recording: TBD

Proposed Session Description
In this session, Christa Heibel will be joined by Derek Carder, Chief Operating Officer, Frontpoint, who also served as Customer Loyalty Manager of Operations, Zappos, for nearly 6 years. They'll explore how the company used CCaas omni, AI solutions and other technology to tackle the workforce challenges common to all contact centers, including workforce management, employee retention and engagement and more.


Key Learning 1:
Tips for running effective omni channel and AI to deliver best-in-class customer experience

Key Learning 2:
Understand the ROI of optimized CCaaS and AI

Key Learning 3:
The effect of AI and other technology on employee satisfaction