Ian Jacobs, Senior Analyst, Forrester, Richard Dumas, Director of Product and Solutions Marketing, Five9
Making “Cents” of Your Contact Center Channels: Determining if your contact center is the best bet for a multichannel environment, and how to go about implementing it efficiently.
As customer service channels continue to evolve, the debate continues when (and whether) companies should employ a multichannel contact center. Deploying a multichannel contact center can be a strong strategic move for enterprises, but should be done with care, making sure to mitigate risks and effectively address challenges before they arise.
Join our guest Forrester Research analyst Ian Jacobs as he walks through how to determine if your contact center environment should implement a multichannel contact center, or keep efforts on the voice channel they already know best.
Attendees will learn:
How your contact center software can enable, or hinder, your multichannel efforts
How and when companies should evolve their contact center beyond voice
How to deal with top challenges when building a multichannel contact center environment
The Five9 Team