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Empowering staff and augmenting performances to succeed in agile contact centres

10 Dec 2020 – 11:00 AM (CET)

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 centres handling new, flexible working models
  • Use cases on the challenges faced by the organisation
  • How have cloud contact centres 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 recognise an agile contact centre solution that has the scalability to evolve with a company’s changing needs
David Paulding
David Paulding Global Sales Officer Odigo

With over two decades of international sales experience, David Paulding has worked with some of the world’s leading brands across the financial, retail, outsourcing and technology sectors. Building diverse sales teams across multiple geographies, opening new markets and launching operations in developing regions are just some of his career highlights. As Global Sales Officer for Odigo, David is committed to helping organisations transition to cloud solutions and implement cutting-edge technology that maximises efficiency, enhances communication and delivers rewarding customer experience. Though a specialist in enterprise business acquisitions, he is fascinated by the immense opportunities disruptive tech brings both B2B and B2C relationships.

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 Centres, Digital transformation in BPO, Automation in the areas of BPO.