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Leaning into Change in a Changed World: Kathy Sobus SIM Women Leadership Summit Presentation

It’s no surprise that the world experienced a huge shift in the past year. It changed the way we worked, consumed, and navigated through our respective journeys. Instead of focusing on what we were losing, Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) decided to concentrate on what was booming. Fraud in the contact center exploded from 30-60%, there was an exponential increase in traffic to a contact center, and talk times were increasing too. The pandemic made a difference in our lives, but the question remains: how can you make a difference in the lives of your clients and their customers through technology to create a lasting positive impact? This session is not a one-size-fits-all approach, it’s about focusing on the details that will allow you to move mountains within your business.