As the world slowly returns to (a new) normal, one thing is clear: the work-from-home model is here to stay. Whether organizations remain fully remote or adopt a hybrid delivery model, companies are reshaping their approach to customer experience (CX) delivery.


During This Webinar, We’ll Explore: 

  • Insights on how the MAXhub model can optimize business operations in a digital-first world  
  • Top challenges that contact centers and CX teams will continue to face in the current landscape 
  • Tools and processes to create positive interactions and enhance the associate experience 
  • The importance of maintaining human connection, culture and a sense of community in a hybrid environment

Speakers

Mike Small

Chief Executive Officer (CEO) – Americas, Sitel Group®

Olivier Camino

Olivier Camino

Global Chief Operating Officer (COO), Sitel Group®

Melissa O’Brien

Research Vice President, HFS Research

More About Our Speakers

Olivier Camino

Olivier Camino is the Founder and Global Chief Operating Officer (COO) of Sitel Group. As COO, Olivier is responsible for the global operations of the company. Understanding that the employee experience is the customer experience, Olivier is passionate about improving the associate experience and empowering people to develop and thrive in the organization. 

Mike Small

Mike Small is Chief Executive Officer (CEO) of Sitel Group for the Americas and is responsible for all functional aspects of the group’s Americas’ organization (North and Latin America) including Operations, Finance, HR, Sales & Solutions, Project Management, Workforce Management and Account Management.

Melissa O’Brien

Melissa O’Brien is Research Vice President, at HFS Research. Melissa leads HFS’ research initiatives for digital front office services, including contact center operations, digital marketing, CX design, and digital associates. In addition, her industry research focuses on key dynamics within retail, CPG, travel and hospitality, with regards to customer-centric strategies, intelligent operations and service delivery.

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