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“In response to world events and rapidly changing customer demands, contact centers have undergone a decade’s worth of transformation in the past two years. That does not, however, mean we can take the next few years off. As we develop new insight into customer sentiment and behavior, new perspectives on the notion of agent empowerment, and new ideas for the role of the contact center, we can expect this rapid rate of change to persist, if not increase. We will consistently see new opportunities to use innovative technologies and creative best practices to reduce customer effort, increase agent engagement, and drive customer contact metrics through the roof. This online event will explore those potential opportunities. It will provide a forecast for how the state of customer contact will change over the next few years, and an accompanying blueprint for thriving in the face of that change.”

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