Day Two, March 15, 2022: Workforce Management

With the advent of self-service, customers' expectations have evolved, leading to live service agents handling more complex and specific issues. Ensuring that these agents are supported, engaged, and productive is crucial for organizations. 

This session will address the following:

• Using machine learning to generate valuable process insights
• Improving service representative performance through process automation and real-time agent guidance
• Personalizing agent assistance with AI that can understand real-time sentiment and behaviors

Non-technical - Business Management & Organization 0.6 CPEs

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It’s a common saying; people don’t leave bad jobs, they leave bad bosses. Now more than ever, employees report feeling disengaged, isolated, and burnt-out from their work. In Connie Steele’s 2022 State of Work and Career Success research study, only 45% of American workers said they were likely to stay at their current job, and just over half (53%) said they were likely to recommend their organization to others. In the rapidly changing world of work, leaders that can develop human connections in a remote or hybrid setting where employees feel connected and heard are the ones who will win the day. This session will discuss:

• The numbers: why employee-manager relationships are crucial for engagement and retention
• What managers can do today to improve the relationships with their employees
• Overcoming common hurdles to relationship-building in a remote setting

Non-technical - Business Management & Organization 0.6 CPEs

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We are suffering from a crisis of burnout, attrition, and shortage of personnel across all sectors. How did we get here? Our current state of disengagement did not appear overnight, nor was it caused by the pandemic. This condition has been building for years; the pandemic revealed the truth about our toxic working environments. What’s the way forward? How do we inspire, inform and connect a working community, build a culture of trust and motivation to keep people onboard and rowing together? This session will cover how leaders and HR professionals of any organization, at any level, can help build a more engaged and inspired community.

• What’s happening? The lead-up to 0ur current state of disengagement and burnout post-Covid
• How do we get out this mess? Ways to inspire, engage and connect your teams.
• How to Lead with purpose? Embracing diversity to become a purpose-driven organization. Reboot internal comms to drive the “why” to support everything you do, and then repeat

Non-technical - Business Management & Organization 0.6 CPEs

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