Full-Length Interviews for Contact Center Leaders
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From Contact Center to Virtual Floor | The Future of Contact Center Operations
Contact center technology kept evolving. But for decades, one thing stayed the same: the floor.
In this presentation from the Americas WFM Summit, Jason Hiland, CRO of CollaborationRoom.ai, looks at how contact center operations evolved from traditional call centers to today’s distributed environment — and why the operating model now has to evolve with it.
Jason explores how a Virtual Floor can reconnect the operational functions that once happened naturally when agents, supervisors, trainers and leaders worked together in one physical contact center.
Topics include:
• The evolution of the contact center
• What changed when work became distributed
• Managing remote, hybrid and multi-site teams
• The CollaborationRoom.ai Virtual Floor
• Training, nesting and real-time coaching
• Agent engagement and supervisor support
• Security and compliance across distributed teams
• Operational transparency for outsourced/BPO operations
• Identifying and developing future contact center leaders
CollaborationRoom.ai is a Virtual Floor platform purpose-built for contact center operations across remote, hybrid, in-office, multi-site, offshore, nearshore and outsourced environments.
Learn more about CollaborationRoom.ai and schedule a conversation with our team.
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Trusted by 500+ contact centers worldwide
Explore Key Topics
Cultural Dynamics
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Risk & Compliance
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These are video interviews with our customers, and some leading remote team leaders. They speak about their challenges and use cases, and how CollaborationRoom.ai’s active management application helps their teams get more productive.
