Contact Center Digitalization In the Pandemic Era (and Beyond)

Presented by

Heather Pena, Director-Webchat & Operations, NRG and Sam Hahn, Technology Evangelist, eGain

About this talk

COVID-19 has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this has always been the case with millennials and Gen Z, COVID-19 has forced older demographics, who are even more concerned about virus exposure, to go digital when it comes to interacting with businesses. The same old limited digital service capabilities do not cut it in this new environment. What are the new digital requirements for contact centers? How are leading companies leveraging digital to scale customer service cost-effectively? Join us for this webinar replay featuring Heather Pena, Director - Webchat & Operations, NRG, and Sam Hahn, Technology Evangelist, eGain Corporation, as NRG shares its success with digital customer service.

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