february, 2021

03feb1:25 PMZone 1. 5 Ways to Turn Knowledge Management into Knowledge Automation1:25 PM EST Fab Facilitator: Scott Merritt, Vice President & Head of Global Automation, Jacada

Event Details

Contact centers are on an unsustainable path of constantly hiring, training, ramping up and then losing a good chunk of their workforce. The challenge is aggravated by the growing complexity of customer requests that come into the contact center and the dynamic nature of the workforce itself since the pandemic started.

Call to Action:

  • Automate knowledge with real-time agent assistance, a game changer for #WFA (work from anywhere) call centers
  • Say goodbye to outdated call center KPIs as we user in a new era of metrics to drive agent outcomes that matter


(Wednesday) 1:25 PM EST

Fab Facilitator

Scott Merritt, Vice President & Head of Global Automation, Jacada

Why You Should Listen to Scott:
As Global Head of Automation for Jacada, Scott leads the go-to-market strategy for their automation portfolio and works as a trusted advisor for companies actively pursuing customer service automation strategies. Scott is a passionate advocate of “Responsible RPA” having spent the last 15 years embedded in the process optimization and RPA space supporting over 100 intelligent automation assessments and implementations.