About the Webcast
The contact center industry is a space where constant progress is the norm; making it an overwhelming task to keep track of the latest innovations. Get an inside look at emerging solutions that are already having a significant impact on the marketplace.
-- In order to meet changing customer demands for seamless and personalized omnichannel engagement, contact centers must turn to a combination of virtual and real support. Get an inside look at how Creative Virtual’s integration of virtual agents and live chat is defining industry best practice through a single knowledgebase for both virtual and real agents and a unique feedback loop combined with customizable workflow functionality.
-- inContact will show how to increase agent utilization and efficiency by enabling agents to concurrently handle multiple contacts across multiple channels. You will see how to empower your agents by providing them with the ability to elevate a single-channel customer interaction to a true omnichannel session. This technology can dramatically increase customer satisfaction and FCR in your contact center.
-- A recent study from Aspect Software found that the top customer service frustration for consumers today is having to repeat themselves multiple times to multiple people via multiple channels. 96% of the consumers surveyed said when contacting customer service about the same issue, they should be able to pick up where they last left off, regardless of channel. Learn how Aspect can help you deliver continuity to your customers when moving from self-service to live-service, switching between channels, or when switching between proactive outbound communication and inbound service inquiries, ensuring high quality of service, responsiveness and seamless experience.
Attendees will view demonstrations of the most advanced contact center technologies and see how they can help resolve ongoing issues.
About the Presenters
Chris Ezekiel, Founder and CEO, Creative Virtual
Chris has a technical, sales and marketing background. He has been working in the world of virtual assistants since 2000 and founded Creative Virtual in November 2003. Employing his technical and entrepreneurial skills, and through the development of the enterprise level V-Person technology, he has established Creative Virtual as one of the world’s leading providers of virtual assistants. Chris has a passion for creativity, innovation, technology and physics, and in his spare time enjoys snowboarding and watching his beloved West Ham (where his optimistic nature is sometimes stretched to the limit!).
Kyler Wilson, Principal Sales Engineer, inContact
Kyler has been with inContact for 3 years with a focus on helping companies transform their contact center. With past work experience in Software Development, Professional Services, and Contact Center Management, Kyler’s expertise is leveraging integrations along with inContact’s breakthrough innovations to create stand-out customer experiences, increase agent efficiency through improved workflows, and reduce overall costs.
Jason Douglas, Manager, Solutions Demonstrations, Aspect
Jason leads Aspect’s global solution demonstration team, providing workable solutions to help Aspect’s customers envision new ways to solve problems. With more than 16 years of experience, his work has woven through training, sales, and product marketing to merge technology and innovation into real-world examples that show the art of the possible. Never idle, Jason and his team consistently work to deliver new capabilities and to address new challenges that customers face. He is a native of California, and currently lives with his wife, daughter and small zoo of pets in Sacramento.