{"id":1918,"date":"2022-08-30T07:53:32","date_gmt":"2022-08-30T07:53:32","guid":{"rendered":"https:\/\/www.replicant.ai\/webinar-recap-how-to-recession-proof-your-contact-center\/"},"modified":"2023-05-09T21:03:09","modified_gmt":"2023-05-09T21:03:09","slug":"webinar-recap-how-to-recession-proof-your-contact-center","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/webinar-recap-how-to-recession-proof-your-contact-center\/","title":{"rendered":"Webinar Recap: How to Recession-Proof Your Contact Center"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Labor shortages and unpredictable customer demand have defined much of the past two years for contact centers. But 2022 has brought on a new challenge in the form of economic uncertainty.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To understand how enterprise contact centers are dealing with added budgetary and hiring pressures, we spoke with leaders of customer service organizations from three of the most trusted brands in their industries:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.linkedin.com\/in\/lisarivier\/\" target=\"_blank\" rel=\"nofollow noopener\">Lisa Rivier<\/a>, Senior Director, Operations and Strategy, AAA Mountain West Group<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.linkedin.com\/in\/chris-purpura-1ab3798\/\" target=\"_blank\" rel=\"nofollow noopener\">Chris Purpura<\/a>, Vice President, Customer Service, Neiman Marcus Group<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.linkedin.com\/in\/mattwoody\/\" target=\"_blank\" rel=\"nofollow noopener\">Matt Woody<\/a>, First Vice President, Contact Center, First Financial Bank.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Our discussion ranged from their highest priorities to their strategies for overcoming multi-layered challenges, and how they\u2019re focused on improving customer experience while adding value to agents\u2019 jobs.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Below are highlights from the forum. The full webinar can be viewed <\/span><a href=\"https:\/\/www.replicant.ai\/resources\/webinar\/how-to-recession-proof-your-contact-center\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">here<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><b>What is your biggest recession-related challenge?<\/b><\/p>\n<div style=\"padding: 56.25% 0 0 0; position: relative;\"><iframe style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" title=\"Webinar 8\/24 | Biggest recession-related challenge (1)\" src=\"https:\/\/player.vimeo.com\/video\/744485250?h=860ab6f97b&amp;badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><\/p>\n<p>&nbsp;<\/p>\n<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/744485190?h=74eaeb6145&amp;badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" title=\"Webinar 8\/24 | Biggest recession-related challenge (2)\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><\/p>\n<p>&nbsp;<\/p>\n<p><b>What strategies are you deploying to protect your contact center?<\/b><\/p>\n<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/744485118?h=97dc1cdf5d&amp;badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" title=\"Webinar 8\/24 | Cutting costs to support workforce\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><br \/>\n&nbsp;<\/p>\n<p><b>How is this recession different from past economic drawbacks?<\/b><\/p>\n<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/744485286?h=7c374292a1&amp;badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" title=\"Webinar 8\/24 | How this recession is different from past economic drawbacks\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><\/p>\n<p>&nbsp;<\/p>\n<p><b>Any agent-focused strategies that have been successful to combat hiring challenges?<\/b><\/p>\n<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/744485327?h=5aaac13fa3&amp;badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" title=\"Webinar 8\/24 | Agent-focused strategies that have been successful to combat hiring challenges (1)\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><br \/>\n&nbsp;<\/p>\n<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/744485149?h=2b6eeb2a16&amp;badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" title=\"Webinar 8\/24 | Agent-focused strategies that have been successful to combat hiring challenges (2)\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><\/p>\n<p>&nbsp;<\/p>\n<p><b>How has Contact Center Automation helped you combat contact center challenges?<\/b><\/p>\n<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/744484978?h=a65e32d5bf&amp;badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" title=\"Webinar 8\/24 | How has Contact Center Automation helped you combat contact center challenges?\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><br \/>\n&nbsp;<\/p>\n<p><b>How do you manage an automation deployment with your agents?<\/b><\/p>\n<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/743210685?h=e88344cccd&amp;badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" title=\"Webinar 8\/24 | Introducing automation to agents\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><br \/>\n&nbsp;<\/p>\n<p>Watch the full webinar <a href=\"https:\/\/www.replicant.ai\/resources\/webinar\/how-to-recession-proof-your-contact-center\/\" target=\"_blank\" rel=\"noopener\">here<\/a>, or learn more about recession-proofing your contact center by downloading our free guide, \u201c<a href=\"https:\/\/www.replicant.ai\/resources\/guide\/the-definitive-guide-how-customer-service-can-thrive-during-an-economic-downturn\/\" target=\"_blank\" rel=\"noopener\">Definitive Guide: How Customer Service Can Thrive During an Economic Downturn<\/a>.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Labor shortages and unpredictable customer demand have defined much of the past two years for&#8230;<\/p>\n","protected":false},"author":19,"featured_media":1919,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.2 (Yoast SEO v21.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Webinar Recap: How to Recession-Proof Your Contact Center | Replicant<\/title>\n<meta name=\"description\" content=\"How to Recession-Proof Your Contact Center: Learn how our panel of customer service leaders areapproaching the turbulent times ahead.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.replicant.com\/blog\/webinar-recap-how-to-recession-proof-your-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" 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