Mark Hannan

Senior Account Executive - Contact Centre Specialist Twilio

Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020

1:10 PM Best practices for contact center design and operation

With the latest advances in software development that are making the build process easier than ever, we are observing customers succeed with new approaches to contact center design and operation. From ideation of the customer journey through to report designs, we are seeing increased collaboration between contact center managers and software engineers as they craft differentiated customer experiences. We are observing more agent engagement and empowerment as they weigh in on user interface design. And we are seeing a greater appetite for experimentation as customers constantly adjust to stay ahead of changing customer expectations. Join us to learn more about these exciting new practices in contact center management.
Speaker:

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