How to Foster Agent Engagement in a Hybrid Contact Center Webinar

Topic: How to Foster Agent Engagement in a Hybrid Contact Center

Online Session

Date & Time:

May 20, 2021 at 1PM – 2PM EST

Guest Speaker:

Shai Berger, Co-Founder and CEO, Fonolo


Despite advancements in automation, people remain fundamental to the contact center. Whether they’re all in the same place, working remotely, or a mix of both, it’s up to businesses to keep their agents engaged and motivated.

As contact centers continue to embrace remote work, it will become increasingly important to make sure your agents are given the support they need to succeed, regardless of their set-up. Learn the fundamentals of fostering call center agent engagement in a world without passing conversations, office banter, or whiteboards.

In this session, we’ll discuss:

  • Key Strategies for Agent Engagement in 2021
  • Investing in the Right Equipment & Software
  • Staying Ahead of Upcoming Trends
  • The Impact to Your Bottom Line

Who should attend:

  • VPs & Directors of Contact Centers
  • VPs & Directors of Customer Experience
  • VPs & Directors of Customer Service
  • VPs & Directors of Web/Social Media

About the Speaker

Shai Berger, Co-Founder and CEO, Fonolo

Shai Berger is Co-Founder and CEO of Fonolo, which offers cloud-based solutions for enhancing the call center experience. Shai’s experience in the customer service and contact center industries have positioned him as a thought leader and innovator in the space. He speaks regularly at events like IT Expo, OpenTalk, Call Center Summit, Tech Toronto, and TADSummit. His writing has appeared in CustomerThink, CIO Magazine, and other industry publications. He has co-authored 18 U.S. and international patents. He earned a Masters of Applied Science from the University of Toronto and studied engineering physics at Queens University.

Facilitated By

Shawn Ashley, Director, CX Advisory, CSPN

Shawn is an MBA accredited and internationally experienced CX Consultant. Passionate about strategically solving customer-centric business problems, he is relentless in his drive to achieve defendable results while empowering companies to deliver genuine and truly impactful customer experiences. Acting as the Director, CX Advisory, Shawn leads the delivery of all Consulting projects, assisting companies in removing operational complexity and uncovering the true value of their employees and customers!

Prior to joining CSPN, Shawn worked as a Strategy Consultant across, industries, geographies and business sizes ranging from start-ups to Multinational Financial Services firms. His depth of experience allowed him to branch off as an Independent Consultant, developing personalized tools and methodologies to deliver complex CX projects for various businesses. Combining, Business Strategy, Marketing, Operations, and CX knowledge, Shawn is able to take a 360 view of the customer journey and build memorable customer experiences that align to overall business goals / objectives.

CSPN Member:
Early Bird Deadline
Registration Deadline

May 20, 2021