How to Take Your Contact Center Omnichannel in 2022

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Presented by

Derek Roberti, VP of Technology - Americas, Cognigy; and Uwe Kreuter, CEO, CCT Solutions

About this talk

Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice. Join this discussion as we: *Dive into the channels customers are using to connect with your brand and service; *Discuss how organizations are revisiting their channel mix to meet growing customer demand; and *Share how to enable your agents to work across all channels so you deliver a professional multi-experience across all touch points

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.