CX Beyond 2020: New Rules For Customer Engagement, Agent Empowerment

Contact Center technology is changing rapidly, and volume spikes are becoming more common and unpredictable. Throwing more people at the problem will not work.

Businesses need to leverage emerging technology and strategies to create personalized self-service channels, drive employee efficiency, and enable remarkable customer experiences – especially during volume spikes.

Covid-19 has forced many agents and supervisors to work from home. They need to be equipped with a streamlined, intuitive, and automated omni-channel agent experience that places the actions and information they need at their fingertips. 

Join our webinar with experts from Avtex as they share how to:  

• Minimize the impact of unexpected disruptions in your contact center ​
• Improve resolution time and prevent a drop in CSAT scores​
• Align the employee experience to combat spikes-in-volume and work-from-home challenges​
• Exceed customer expectations with personalized self-service and call deflection ​
• Limit customer abandonment rates ​with emerging technologies
• Mitigate poor experiences due to the rapid speed of change in customer engagement
• Create the omni-channel experience your customers want today while building a foundation for the future

Presenters:

Brian Cantor
Managing Director, Digital
Customer Management Practice

Brian Cantor is the Managing Director of Customer Management Practice’s Digital division. Driven by a passion for helping brands better empower their employees and more meaningfully connect with customers, Brian oversees research, product development, editorial vision, and commercial strategy for properties like CCW Digital and Customer Engagement Insider. Reaching a community of almost 200,000, these digital properties offer industry-leading commentary, research reports, and virtual event sessions.

Far from a “boardroom manager,” Brian routinely speaks at leading customer contact events and directly engages with global enterprises and innovative start-ups via training and advisory services sessions.

Fun Fact: Brian has impeccable artistic taste, as evidenced by the fact that the first concert he attended growing up was a Baha Men / A*Teens double feature.

Robert Wakefield-Carl
Sr. Director Contact Center Innovation Architect
Avtex Solutions, LLC

Alfredo Rizzo
VP, CX Architects & Evangelists
Avtex Solutions, LLC