The new digital landscape has rewritten the rules for how companies engage with customers. The contact center is under increasing pressure to evolve with these new requirements, with a need to engage how and when customers want across myriad channels, and in ways that mirror how people now connect with one another.
But the challenges are many. For starters, legacy systems often lack the flexibility necessary to adapt to this new environment. In addition, gaining approval to upgrade legacy contact centers—which are already often viewed as cost centers—can be an uphill climb.
The good news is that cloud technologies change everything, offering the opportunity to dramatically improve contact center experiences for customers while at the same time reducing costs for businesses. Strategies for accomplishing this will be a key topic of discussion in the Contact Center Track at ConnectCentral 2018 in San Francisco from November 12–14. Leaders from a diverse group of companies will present how their approaches to customer engagement have significantly improved satisfaction while also saving money, including:
- Brightway Insurance, which will discuss how they used advanced reporting insights to pivot workforce strategy, hiring fewer, more skilled remote agents to work locally in the regions they serve.
- Wyndham Capital will share how dialer capabilities and a “personal connect” approach drastically improve sales productivity and save money.
- MedData will present how they opened 40 offices and 3 contact centers globally in only 9 months.
In addition to the Contact Center Track, ConnectCentral 2018, the premier cloud communications event, offers attendees a rare opportunity to hear and learn from the most diverse gathering of experts in the industry. Attendees will have multiple opportunities to network with industry leaders and peers. On-site training will also be available. This year’s featured keynote speaker, award-winning author Malcolm Gladwell, will bring his out-of-the-box perspective to ConnectCentral, as will our other keynote presenters, Reshma Saujani, founder and CEO of Girls Who Code, and futurist and best-selling author Jacob Morgan.
Originally published Sep 19, 2018, updated Aug 27, 2020