Max is passionate about helping companies better serve their customers and has spent most of his career in the Contact Center space focusing on the customer experience. He has worked in a variety of roles including Product Marketing and Management, Sales and Professional Services for Genesys, IBM, 8x8 and other companies. In his role as Product Marketing at RingCentral, Max focuses on helping companies build Collaborative Contact Centers.
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.