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Association of Customer contact professionals

May - The Machines Have Taken Over, Now What?

  • Thu, May 18, 2023
  • 12:00 PM - 1:00 PM
  • Zoom Webinar

Registration is closed

The Machines Have Taken Over, Now What?


Dan Smitley, Strategy & Optimization Czar

Call Design

There are a lot of great conversations happening around artificial intelligence and machine learning. They range from the close in, and can be implemented today, to the far out, and where our industry is going. As the machines automate, improve, and/or make obsolete so many of our Contact Center functions there is still a place for us to play. Dan will discuss the importance of the human element, even as machines play a bigger role in our organizations, and why we should be focusing on developing our soft skills now to prepare for this very near future.

Presenter Bio: Dan has been in contact centers for over 20 years and leading WFM teams for over 15 years. In previous roles he has been the Director of People Analytics and Workforce Management and on the Board of Advisors for Society of Workforce Planning Professionals. He is currently the Strategy and Optimization Czar at Call Design where he is helping teams think critically about how they can leverage their contact center and WFM teams as strategic assets for their organizations.

He is passionate about work/life balance and providing flexibility to all levels of employees in the organization. A primary driver for him is the employee experience and how the contact center can be the culture champions at any organization. He lives outside of Charleston, SC but was born and raised in Ohio.


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