Shifting Skills: What AI and Automation Mean for Service
Thursday, August 2, 2018
Every day, we hear more about the impact of Artificial Intelligence (AI) on the workplace. Publications and analyst reports are foretelling of massive changes coming to the world of service and support. Instead of prognosticating about what might happen, this presentation will discuss what is really going on—right now—in the world of IT, what impact it is having on jobs, and what it means for the skills support center analysts and customer service representatives will need from now on.
|WHEN (EVENT SCHEDULE) |
|Thursday, August 2, 2018 |
11:30 a.m. – 11:45a.m. Registration
11:45a.m. – 12:30 p.m.Networking Lunch
12:30 p.m. – 01:30 p.m.Speaker Roy Atkinson, HDI
01:30 p.m.– 01:50 p.m.Speaker Magdi Khalil, Aspect
01:50 p.m.– 02:30 p.m.Closing Remarks/Raffles
02:30 p.m. – 03:45 p.m. The Chocolate & History Trolley Tour
(optional @ $14.45/person)
|The Hershey Company |
19 E. Chocolate Avenue
Hershey, PA 17033
|COST (INCLUDES LUNCH) |
|Members: $40 |
Trolley Tour (Optional) - $14.95
|Speaker Roy Atkinson, HDI |
| Roy Atkinsonis one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. |
Roy has been named to many industry lists, most recently including:
- Top 25 CX Influencers to Follow (Paviva)
- Top 16 Customer Service Movers and Shakers you should follow (Miller Heiman Group)
- 14 Can’t-Miss Call Center Influencers to Start Following Today (Capterra)
- 50 Customer Service Experts You Should Be Following (Nicereply)
Roy was inducted into theHDI Hall of Famein April, 2018.
|Magdi Khalil, Aspect Software |
Magdi Khalilof Aspect will lead us through some recent research that shows agent demand for mobile access to contact center tools is high, and will highlight why mobile access ensures better engagement, higher morale, lower absenteeism, and improved adherence.
Magdi Khalilis a 18-year veteran in the Workforce Optimization (WFO) industry. Having been on both the customer and the software provider side, Magdi brings a unique perspective that blends creativity with practicality. He focuses on applying a holistic approach on the value of these advanced applications in the contact center and back office.
Before joining Aspect as an Innovations evangelist, Magdi was responsible for leading the Solution Engineering group at Calabrio. Prior to that, he was a subject matter expert at Verint Systems. Magdi’s other experience includes Nuance, Black Box Networks and AIG. Magdi holds a B.S. in Technical Management and is currently enrolled at Capella University’s MBA program.