5 Cloud Contact Center Best Practices for 2021

Personalized customer service and experience are more important than ever. With today’s hybrid work environment, that means the agent experience will also have to change and adapt. When choosing your contact center solution, you need to keep your agents top of mind. So how does your business lay the groundwork for that agent experience to maintain productivity and engagement?

This webinar will provide best practices for rolling out a seamless experience for agents as they navigate the new hybrid reality. This has implications for training, managing, coaching and empowering your agents. We will show you how integrating workforce engagement (WFE) as a core part of your solution will elevate your agent and customer experience. We will also discuss why video is a key channel to improve productivity and experience. You’ll come away better equipped to successfully implement the right cloud solution and reap the benefits.

Available:
On Demand
Duration:
1h 00min

You will learn:

  1. Key workforce engagement capabilities for the new workplace
  2. Agent traits and skills required for different channels - video vs. email vs. chat
  3. How implementing video improves the agent and customer experience 
  4. WFE configuration with video 
  5. Network performance and management tools to ensure optimal video performance for your agents and customers

Featured Speakers

  • Robin Gareiss
    Robin Gareiss
    CEO and Principal Analyst
    Metrigy

    Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. For 25+ years, Ms. Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 1000, developing technology strategies and analyzing how they can transform their businesses. She has developed industry-leading, interactive cost models for some of the world’s largest enterprises and vendors. Ms. Gareiss leads Metrigy’s Digital Transformation and Digital Customer Experience research. She also is a widely recognized expert in the communications field, with specialty areas of contact center, AI-enabled customer engagement, customer success analytics, and UCC. She is a sought-after speaker at conferences and trade shows, presenting at events such as Enterprise Connect, ICMI, IDG’s FutureIT, Interop, Mobile Business Expo, and CeBit. She also writes a blog for No Jitter. Additional entrepreneurial experience includes co-founding and overseeing marketing and business development for The OnBoard Group, a water-purification and general contracting business in Illinois. She also served as president and treasurer of Living Hope Lutheran Church, led youth mission trips, and ran successful fundraisers for children’s cancer research. She serves on the University of Illinois College of Media Advisory Council, as well. Before starting Metrigy, Ms. Gareiss was President and Co-Founder of Nemertes Research. Prior to that, she shaped technology and business coverage as Senior News Editor of InformationWeek, a leading business-technology publication with 440,000 readers. She also served in a variety of capacities at Data Communications and CommunicationsWeek magazines, where helped set strategic direction, oversaw reader surveys, and provided quantitative and statistical analysis. In addition to publishing hundreds of research reports, she has won several prestigious awards for her in-depth analyses of business-technology issues. Ms. Gareiss also taught ethics at the Poynter Institute for Advanced Media Studies. Her work has appeared in the New York Times, Chicago Tribune, Newsweek, and American Medical News. She earned a bachelor of science degree in journalism from the University of Illinois and lives in Illinois.

  • Ashish Seth
    Ashish Seth
    Chief Product Officer
    Lifesize

    As the Chief Product Officer at Lifesize, Ashish is responsible for product strategy and direction, go-to-market plans and roadmap execution for the Lifesize Suite of Contact Center, Meetings and Collaboration solutions. His expertise spans CCaaS, CRM Systems, Collaboration tools, Social Media and online communities. Prior to Lifesize, Ashish has held leadership roles in Product Management, Consulting and Engineering at large public companies such as NICE Systems, KPMG Consulting, Oracle as well as startups. His career journey includes his own entrepreneurial venture - CloudSquads, Inc. - that helped enterprises build online customer communities for customer support, marketing and ideation

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