On Demand

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

Monday, May 18, 2020 | 11AM EDT

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?

Tuesday, May 19, 2020 | 11AM EDT

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.

Wednesday, May 20, 2020 | 11AM EDT

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.

Thursday, May 21, 2020 | 11AM EDT

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?

Friday, May 22, 2020 | 11AM EDT

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.