State of Contact Center Technology 2021 | International Quality and Productivity Center | 6 April 2021 | Online Event
Venue
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| Event Date | Tue Apr 6 EDT - Thu Apr 8 EDT (over 3 years ago) |
| Location | Online Event |
| Region | Americas |
Details
The events of 2020 asked us to re-establish our vision and priorities for the contact center. We could no longer dismiss business continuity plans, digital channels, cloud-based contact centers, automation, and distributed work environments as nice-to-haves or long-term aspirations. They became urgent necessities.
Thanks to this transformation, we have unprecedented clarity into the role of contact center technology, both new and old. We know which technologies and capabilities are most urgent - and what the process of implementing (or not implementing) those solutions will mean for our customers, agents, and businesses.
Indeed, we are in a new state of contact center technology - and this online event will explore everything you need to know about the landscape. You won't simply know which solutions can elevate your organization - you'll know how to retrain your people and restructure your operations to make the most of those innovative solutions.
Speakers
2021 Speakers
Shonda Bowman-Pero
Operations, Senior Trainer, Nissan Motor Corporation
Melissa Brown
Sr. Director of Customer Care, HomeAdvisor
Brian Cantor
Principal Analyst, CCW Digital Director, CCW Digital
Amanda Caparelli
Analyst, Customer Management Practice
Justin Cruz
Senior Manager of Client Success, Stella Connect
Annemarie Gaxiola
CX Delivery Manager, Freshly
Dave Hoekstra
WFM and Product Evangelist, Calabrio
Grace James
Manager, Customer Support, Intercom
Gahwui Kim
Head of Marketing, Customer Management Practice
Sandy Ko
Senior Analyst, Customer Contact & Conference Director, Customer Management Practice
Pete Lee
VP, Global Alliances and Sales, Observe.AI
Brooke Lynch
Analyst & Staff Writer, Customer Management Practice
Brian Mistretta
Director of Product Marketing, NICE inContact
Pedro Pombo
Managing Director, Accenture Interactive
Ben Rigby
VP, Global Head of Product & Engineering, Artificial Intelligence and Machine Learning, Talkdesk
Bradly Sax
Global Director, Guest Experience, Delaware North
Dale Sturgill
VP of Contact Center Operations, Employ Bridge
Brian Weber
Director of Customer Experience, Florida Department of Children and Families
Spencer Wiedeman
Head of Go-to-Market, Airkit
Hui Wu-Curtis
President/CEO, World Connection
Sponsors & Partners
2021 Sponsors
• Airkit
• Calabrio
• EPOS
• Intercom
• NICE inContact
• Poly
• Qualtrics
• Stella Connect
• Talkdesk
• UJET
• World Connection