Webinar Week: Customer Contact
Five days of 30-minute virtual presentation to help you generate effortless and efficient experiences.
Sponsor Webinar Week
Join the Customer Engagement Leadership Council
Why Shoot From the Hip? Use Data to Restart and Reimagine Your Business Instead
Neil Crane, Vice President of Product and Technology, Cicero Inc.
Don Peppers, Founder, CX Speakers LLC, Author, The One to One Future
How do you make good decisions when everything is changing? Whatever the product or brand promise, everyone has an expectation when it comes to consistency and effort. How do you measure them and deliver actionable information that drives a business case for change?
Customer Service Hero Stories from the Front Lines
Scott Merritt, Vice President, Global Head of Automation, Jacada
Meet the 8 Customer Service Automation Bots Rescuing Customers & Employees.
Optimizing Authentication for COVID-19 in the Contact Center
Craig Pentz, Senior Vice President, Customer Intelligence & Risk Solutions, Neustar
Social distancing measures have made it critical for contact centers to find new ways to handle an unprecedented volume of inbound & outbound calls without disrupting the customer experience. Discover how contact centers across the U.S. have found success navigating these challenging times, while keeping customer experience top-of-mind.
Self-Service Strategy: Before, During and After a Crisis
Brent Sparks, Senior Director, Self Service Platforms, Customer Success Products, PayPal
Crystal Collier, Executive Consultant, PTP
Our world is upside down! The COVID-19 crisis has challenged us in many ways, but it also has given us an opportunity to re-examine the way we do business. Our old self-service strategy was upended, and we have done our best to react to the dramatically and rapidly changing environment. Now that we (hopefully) are approaching a new normal, what are we going to keep doing? Stop doing? Start doing?
Ensuring Employee Performance and Engagement in Times of Change
Richard Correia, Director of Product Marketing, NICE
Contact centers are in the middle of an extraordinary and volatile time, and changes occurring with shifting employees to work at home may stay as the new normal. Given the current situation and eventual changes that will take place in the markets, organizations need to make transitions as smoothly as possible.