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Empowering staff and augmenting performances to succeed in agile contact centers

10 December 2020
April 21, 2021

Enterprises have faced many challenges during lockdowns and transitions to remote work. COVID-19 has accelerated the need to have remote work capabilities.

Join ISG Director of Research Namratha Dharshan and David Paulding GSO of Odigo as they discuss the transformation from office to remote work.

In this session we will cover:

  • How are contact centers handling new, flexible working models
  • Use cases on the challenges faced by the organization
  • How have cloud contact centers enabled agility and helped enterprises become more agile during such unprecedented times
  • How are agents’ roles evolving to meet new challenges and expectations
  • What new technologies and processes are influencing the changing role of an agent
  • How can one recognize an agile contact center solution that has the scalability to evolve with a company’s changing needs
Namratha Dharshan
Namratha Dharshan Director of Research and Principal Analyst ISG

Namratha Dharshan brings more than 16 years of extensive research experience to lead the delivery and operations of the program called ISG Provider Lens™ that is designed to deliver research on service provider intelligence. She heads a team of analysts and is responsible for delivery of research reports for the Provider Lens™ program. Additionally, she is responsible for authoring thought leadership papers and service provider intelligence report in the areas of BPO and horizontals like customer experience in contact centres and finance and accounting services. She has also authored vertical focused reports for insurance. Namratha has authored several research papers on topics such as Omnichannel, PCI in Customer Experience – BPO Contact Centers, Digital transformation in BPO, Automation in the areas of BPO.

David Paulding
David Paulding Chief Sales Officer