ICE [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center

Presented by

Robin Gareiss, President & Founder, Nemertes Research

About this talk

Intelligent Customer Engagement Series [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center Contact centers are changing--drastically and swiftly. If you're not keeping pace--or exceeding it--you'll be at a competitive disadvantage. Learn what successful companies are doing with areas such as agent experience, interaction channels, and emerging technologies. Based on Nemertes' brand new, detailed, Customer Experience research study with 518 organizations, this webinar will explain the five crucial items that must be on your priority list to ensure your contact center is positioned to deliver successful customer experiences.

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Unified communications simplifies and integrates all forms of communications within the enterprise. By ‘unifying’ phone, e-mail, chat, voice mail, fax and other key processes related to internal and external communication, you can automate all forms of human and device communications into a common user experience. As a result, organizations will optimize business processes, enhance human communications, reduce latency and manage flows while eliminating device and media dependencies.