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Webinar: Checklist For Success: 7 Crucial Considerations For Today's Contact Center Leaders

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This FREE webinar was recorded on:
February 18, 2021
02:00 PM - 03:00 PM EST

Following a year that turned the traditional model upside down, contact center leaders are facing a plethora of new challenges. Responsible for implementing new processes and technologies while dealing with surging contact volume, new customer expectations, and primarily remote workforces, they have so much to consider.

What should they prioritize? What actions should they take? How can they get ahead?

Featuring exclusive research and expert insights, this webinar will answer those questions, and offer a 7-point checklist giving guidance on strategic initiatives that yield the greatest success and help to position businesses to elevate customer and agent satisfaction, while improving efficiency and maximizing budgets.

Topics include:

  • What contact center metrics and objectives are most important for 2021?
  • Which aspects of the customer journey will make or break customer relationships?
  • How can you assess and fix broken operational processes?
  • What are some insider secrets for keeping remote agents engaged?
  • Which technologies are most pivotal to success in 2021?

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.

David Evans
Director Product Management
Vonage
We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.
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