Empowering staff and augmenting performances to succeed in agile contact centers

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 centers handling new, flexible working models
  • Use cases on the challenges faced by the organizations
  • 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


David Paulding

Global Sales Officer, Odigo

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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 organizations transition to cloud solutions and implement cutting-edge technology that maximizes 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

Director of Research and Principal Analyst,, ISG

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Namratha Dharshan has over 15 years of experience in the field of market research with most of her experience being in primary research such as surveys. She brings in considerable experience in secondary research as well. Her key skills include quantitative and qualitative research, handling analytical and survey platform tools such as SPSS, Qualtrics, kinesis. During her research career, she has worked on statistical analysis and models such as correlations, regressions, factor analysis, cluster analysis etc. She has also authored several research papers in the past on topics such as Information Security, M2M, unified communications etc. Prior to joining ISG, Ms. Dharshan has worked with various analyst firms such as Infonetics Research (Campbell, CA, USA), IDC (both India and San Mateo, CA, USA), Market Probe India, TNS India.



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