Jeff Harling

AVP Global Self Service RingCentral

Wednesday, August 12

Wednesday, August 12th, 2020

12:45 PM Workshop 6: Step-by-step Guide to Becoming a Digital-First Contact Center

In this session we will engage in a series of practical discussions on how to make the transformation to a digital-first contact center.

Companies simply cannot hire their way out of supporting increased volumes of inbound calls. They must adapt new technologies to optimize at scale, meet newer generations online and transform their support mix to encompass multiple channels. With AI-powered chatbots you can deflect simple queries and keep your agents productive and solving more complex tasks. Learn from Videotron about what it takes to implement and manage a digital-first environment, followed by interactive discussions on how to make digital a key part of your support strategy.