june, 2020

10jun2:05 PMStrategic Boardroom: Connected Service Management: A Model for Proactively Resolving IssuesCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:2:05 PM Fab Facilitator: Wendell Black, Vice President, Channels & International Business, Five9

Event Details

Today’s customer is always on and with this customer expectations changed. Businesses need to keep up with these new behaviours and meet the customer on their channel of choice. Customers are always in a rush and impatient, so customer service needs to result in a resolution for a customer issue – during the first contact if possible. In this interactive session, we will discuss how modernising and streamlining customer service helps drive the customer experience.

Key Take-Aways:

  • Insights on how happy agents ensure happy customers
  • Tips on how small changes in your customer interactions will help you resolving issues
  • Best practices on cross-channel customer interactions


(Wednesday) 2:05 PM

Fab Facilitator

Wendell Black, Vice President, Channels & International Business, Five9

Wendell Black is a Contact Center leader and industry expert with more than 30 years of experience in operating, consulting, integrating and leveraging emerging technologies.

Speaker Link