Our exclusive interviews cover a broad range of topics from operations to CRM solutions. Industry executives offer frank and honest discussions, providing insights into successful operations and best practices. Every interview gets inside the mind of a leader who has the power to make changes in the industry. Gain a better perspective of customer interactions, marketing, sales operations -and the industry in general.
Professional management discusses the current economic and sales environment and major challenges that face modern service centers. Use the experience and knowledge of these industry leaders to guide your company strategy. See how they are implementing the best new software solutions. What tools are they using? What market sectors are they focusing on? Find the answers to these questions and much more…
Cameron Weeks, CEO
— Presented By: Sharpen
What do you consider to be the greatest obstacles today’s contact center agents need to overcome to provide better service? Agents have told us that some of their largest pains stem from the complexity of the tools they’re forced
Dan Burkland, President
— Presented By: Five9
How are new technologies helping to define customer expectations? There is an increase in data analytics usage across all areas of business—customer service included. When contact center agents are empowered with analytics tools such as viewing a customer’s past purchase
Tim Critchley, CEO
— Presented By: Semafone
Everyone has heard stories about breaches in customer data, such as the recent one at Equifax. What are the some of the most common types of cyber attacks and what steps can businesses take to prevent them? Some of the most
Christine Landry, Group Chief Executive - Consumer & Industrials Sector
— Presented By: Conduent
Helping Businesses Find the Best Path to
Personalization. Over the past year, Conduent has been in the process of establishing a
new identity as it transitions from being a company with universal recognition
Mike Murphy, CEO, USA
— Presented By: Creative Virtual
As more customers start their support journeys online and take advantage of self service options, does that translate into a declining need for live agents? In the traditional sense of “live agent” (phone agents), yes.
Wes Hayden, CEO
— Presented By: VHT
Given the rapidly shifting technological landscape of the contact center space, there’s an ever-decreasing timeline between a development being thought of as a trend and a necessity.
Doron Dovrat, CEO
— Presented By: Tikal Networks
Tikal Networks is an Israeli-based vendor of omnichannel customer interaction solutions.
Clint Poole, Senior Vice President and Chief Marketing Officer
— Presented By: Lionbridge Technologies
While people communicate in a vast array of different languages,
consumers all over the world have some common expectations.
Dana Brownlee, founder
— Presented By: Professionalism Matters
If you’re like me, you’ve had more than your share of horrible customer service experiences leaving you scratching your head in frustration...
Kim Williams, COO
— Presented By: SaviLinx
It’s no surprise that contact centers are moving toward the work-from-home model.
Dan Gordon, SVP, Strategy and Development
— Presented By: West
Nurturing better customer experiences and building a stronger brand reputation all comes down to providing more visibility across the customer experience lifecycle.
Richard Snow, VP & Research Director, Customer and Contact Center Research
— Presented By: Ventana
Our research shows us that companies on average support 8 channels of engagement. In addition, interactions are handled by virtually all business groups within an organization.
Patrick Gallagher, Managing Director ANZ & North Asia
— Presented By: Creative Virtual
Over the past three decades, companies have invested millions in their contact centers, offering support to their customers that call to purchase, enquire, complain, apply or just need assistance.
RG Conlee, Chief Innovation Officer
— Presented By: Xerox
We’ve heard it over and over: people are constantly bombarded by a non-stop flow of messages on every imaginable media.
Ryan Hollenbeck, Senior Vice President, Global Marketing
— Presented By: Verint® Systems
Verint solutions were recognized for industry leadership in enterprise workforce optimization, engagement management and customer analytics.
Robert A. Kobek, President
— Presented By: CustomerCount
The mission of all contact centers, BPO or enterprise, is actually driving the broadening range of services through incredible technology innovations.
Aviad Abiri, Vice President Portfolio Sales Enablement
— Presented By: NICE Systems
Industry Veteran Drives Business Development by Helping Salespeople Put the Right Pieces Together.
Jim Freeze, CMO
— Presented By: Aspect
Freeze sees the decision to restructure debt as part of the transition from being a CapEx company to a cloud provider. “It’s a strategy that assures continuity to our customers and enhances our capacity to compete over the long-term by continuing to accelerate investments in our product and service capabilities.”
Vasili Triant, CEO
— Presented By: LiveOps Cloud
While organizations all over the world have made 7-figure investments in their contact centers over the past ten years, most businesses still do not have the right solution in place to address the ever-increasing global demand for 24/7 customer response.
Sanjay Nambiar, Senior Director and Global Product Head, AssistEdge at EdgeVerve Systems, an Infosys subsidiary
— Presented By: EdgeVerve Systems
Customers want best-of-breed experience irrespective of the time and channel. Innovative automations and machine learning algorithms will fuel this experience.
Mariann McDonagh, President
— Presented By: McDonagh Growth Associates
Throughout her distinguished marketing career in technology organizations, the key to Mariann McDonagh’s ability to impact the bottom-line performance was maintaining agility in all circumstances.
James Pipkins, President
— Presented By: Pipkins, Inc.
In the ever- evolving world of contact center technology—particularly in the ultra-competitive workforce management space—only the strong survive.
Dan Gregory, Impossible Institute CEO
— Presented By: The Impossible Institute
Behavioral Strategists Believe Recognizing that People are ‘Selfish, Scared and Stupid’ Can Be the First Step to Improving Performance.
Alok Kulkarni, Cyara CEO and Co-Founder
— Presented By: Cyara
The Cyara platform assumes the role of a virtual customer placing actual interactions into the enterprise.
IntelePeer and Advantone: A Marriage Made in the Cloud Offers New Synergies for Contact Centers
— Presented By: Intelepeer
IntelePeer and Advantone are combining network and contact center platforms.
Anand Subramaniam, VP of Worldwide Marketing
— Presented By: eGain
In a recent eGain survey, one of the biggest pain points in customer services was inconsistency of answers between agents and across channels.
Thiago Olson, CEO and Co-Founder and Craig Sprinkle, CFO and VP, Operations
— Presented By: Stratos
The Stratos card has the capability to consolidate an unlimited number of credit, debit, loyalty, membership and gift cards into a single smart, dynamic card.
Kathy Juve, CMO
— Presented By: 7.ai
People have a lower level of tolerance for poor customer service than previously, leading many to sever their relationship with a brand if they don’t feel appreciated.
Roger Lee, HP Customer Experience Leader
— Presented By: HP
Roger Lee, an industry veteran, has spent more than 20 years preaching the gospel of adapting contact center technology to meet agents’ needs.
Tod Famous, Director of Product Management, Cisco Collaboration Business Applications Business Unit
— Presented By: Cisco Systems, Inc.
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