State of Contact Center Technology

Name: State of Contact Center Technology
Start: 2021-04-06
End: 2021-04-08

April 6-8, 2021 | 12 PM ET

Featured Speakers

Shonda Bowman-Pero

Operations, Senior Trainer

Nissan Motor Corporation

Melissa Brown

Sr. Director of Customer Care

HomeAdvisor

Brian Cantor

Principal Analyst, CCW Digital Director

CCW Digital

Amanda Caparelli

Analyst

Customer Management Practice

Justin Cruz

Senior Manager of Client Success

Stella Connect by Medallia

Annemarie Gaxiola

CX Delivery Manager

Freshly

David Hadobas

Contact Center Maven and Evangelist

Contact Center Influencer

Dave Hoekstra

WFM and Product Evangelist

Calabrio

Grace James

Manager, Customer Support

Intercom

Richard Kenny

Senior Product Marketing Manager, Contact Center

Poly

Gahwui Kim

Head of Marketing

Customer Management Practice

Sandy Ko

Senior Analyst, Customer Contact & Conference Director

Customer Management Practice

Pete Lee

VP, Global Alliances and Sales

Observe.AI

Brooke Lynch

Analyst & Staff Writer

Customer Management Practice

Brian Mistretta

Director of Product Marketing

NICE inContact

Pedro Pombo

Managing Director

Accenture Interactive

Ben Rigby

VP, Global Head of Product & Engineering, Artificial Intelligence and Machine Learning

Talkdesk

Bradly Sax

Global Director, Guest Experience

Delaware North

Dale Sturgill

VP of Contact Center Operations

Employ Bridge

Brian Weber

Director of Customer Experience

Florida Department of Children and Families

Spencer Wiedeman

Head of Go-to-Market

Airkit

Hui Wu-Curtis

President/CEO

World Connection

VIEW SPEAKERS

The events of 2020 asked us to re-establish our vision and priorities for the contact center. We could no longer dismiss business continuity plans, digital channels, cloud-based contact centers, automation, and distributed work environments as nice-to-haves or long-term aspirations. They became urgent necessities.

Thanks to this transformation, we have unprecedented clarity into the role of contact center technology, both new and old. We know which technologies and capabilities are most urgent - and what the process of implementing (or not implementing) those solutions will mean for our customers, agents, and businesses.

Indeed, we are in a new state of contact center technology - and this online event will explore everything you need to know about the landscape. You won't simply know which solutions can elevate your organization - you'll know how to retrain your people and restructure your operations to make the most of those innovative solutions.

2021 January Market Study: State of Contact Center Technology

In theory, technology should be helping companies anticipate customer needs, empower agents, and deliver exceptional CX journeys. In practice, it rarely lives up to this potential. Many technology investments actually increase friction and inefficiency.

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Special Report: Managing the Hybrid Contact Center Workforce

Organizations and leadership teams are continuing to build out their strategies for an eventual return to on-premises work. Of course, it is essential that customer service agents are well-equipped and set up for success regardless of their physical location.

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Special Report: Future of Remote Work, Productive Agents, & Knowledge Management

In 2020, customer experience-focused companies looked to reduce operational costs across the board, while maintaining, and eventually increasing productivity. This necessitated the advancement of employee productivity research.

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