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Key Highlights from the Episode - Tackling the challenges of remote working during a pandemic - How to empower your workforce to work from home - Driving customer satisfaction with remote customer experience - Role of technology in the pandemic era - Post-pandemic trends and strategy

Key Highlights from the Episode - Understanding the project life-cycle and the role of a Project Manager - How to break the geographical barriers to deliver large call center projects - How to maintain the balance between business and technology - How to effectively manage the customer expectations - Project delivery during COVID 19 pandemic

Key Highlights from the Episode - Evolution of businesses – Changing role of IT over the years - Do we really need to move from Operational to Business KPIs - Factors that brought about this change in the way we measure the success of a department or business - How KPIs differ across departments and even geographies - How is artificial intelligence shaping the business analytics

Key Highlights from the Episode: - Evolution of customer support expectations - voice to omnichannel - Differentiating between Direct and Partner support - Support process for Enterprise and startups - Building a global customer support team - Ways to empower your partners and customers

Key Highlights from the Episode 1. How to Identify if your business needs a Contact Center 2. The right time to shift from PaaS to SaaS 3. Addressing the Challenges in setting up a Contact Center 4. Pre-requisites to get started with a cloud call center 5. Choosing the best solution for your business - some tips and tricks

Key Highlights from the Episode: - Traditional to modern times - how has customer engagement changed - Is omnichannel the way to go with self-service at the forefront - Alleviating the COVID-19 crisis with a WFH solution - Build the right strategy for businesses of all sizes - Points to keep in mind while building a global customer engagement strategy

Due to the ever-evolving technological advancements, the workforce as we know it has begun to change. With high-speed internet being easily accessible today, we are seeing a shift towards the remote workforce. This phenomenon becomes even more relevant in times of calamity like the present-day CoronaVirus epidemic. Key Highlights from the Episode 1. The emergence of remote aka 'work from home' workforce 2. Identifying the organization's readiness for remote agents 3. How to build a remote contact center for your business 4. Impact of the remote workforce on different industries 5. Overcoming the remote contact center challenges 6. Looking ahead - the future trends

Some of the highlights from this episode: Defining scope creep How to start the project journey Managing evolving project requirements Best practices for building the right delivery team

Some of the key highlights from this episode: Evolution of AI technology Technology behind building a Voicebot How to incorporate Conversational AI in your contact center How to train your bot for better customer service Fallacy around bots