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Your Contact Center in 2020 - What You Need to Know Now

[24]7

Presented By: [24]7



Live Date: September 15, 2016. PLEASE SIGN IN TO LISTEN TO THE RECORDING.

Presented by Leslie Joseph and Reagan Miller, [24]7

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About the Webcast

While the contact center as we know it is certainly not dying, it is definitely evolving. No longer can we think of the contact center only as a brick and mortar location where agents log in and interact with consumers while management tries to squeeze out every last possible ounce of efficiency.

We need to expand our thinking about how we enable consumer interactions to include the entire spectrum of capabilities required to deliver amazing interaction moments: Technology. Design. Analytics. People. In this webinar we will address the 5 areas of investment you should be considering right now and how to incorporate them into your strategy. 

Let’s think a few years ahead and envision . . . Engagement Center 2020.

 Related Content:
How Data and Analytics Can Turbocharge Your Chat Program - October 2016
The Four Fundamentals of Chat - Don’t just turn it on, extract the maximum value out of this channel - July 2016
Extreme Call Deflection - Utilizing your Digital Arsenal (Dude!) - June 2016

About the Presenters

Reagan Miller, Vice President Chat Agent Operations, [24]7

Reagan has 25 years in Contact Center industry. Prior to joining [24]7 he held strategic roles at West Corporation and Aegis Communications Group. During his 10 year tenure at [24]7, he has worked on the development of the Chat program management and operations functions which currently deploys over 5000 sales, service and technical support agents across several verticals. He has extensive experience managing large P&Ls across multiple sites, geos and client sectors.

Leslie Joseph, Senior Director, Product Marketing, [24]7

Leslie has 14 years of experience in marketing enterprise software products and services. He has worked in the consumer experience space with brands that have been at the forefront of digital customer engagement and user experience design. As Senior Director, Product Marketing at [24]7 Leslie leads product strategy and go-to-market for [24]7's products and solutions that empower assisted consumer experiences. Leslie's prior experience includes stints at Sapient, Infosys and Wipro.