Crazy Contact Center Predictions for 2022

As the world changed over the past two years thanks to a pandemic, issues driving business communications and contact center modernization have also shifted. This time of year, everyone tries to predict what’s going to happen in the coming year. Most predictions rarely come true - yet there are trends worth talking about that can impact how you will manage your customer support and sales resources. 

Predicting the future isn’t easy, but in this lighthearted look at what COULD happen, Blair Pleasant and Ron Stevenson will discuss what will LIKELY happen in the year ahead. Some of the predictions which we know WON’T come true (and we’ll suggest real actions to take, instead).

Available:
Wed, Jan 26, 2022 11:00 AM PST / 02:00 PM EST
Duration:
1h 00min

In case these crazy predictions fail to materialize, join us as we explain new approaches and tools that ARE available now to help your contact center evolve and solve real problems for both customers and agents in the year ahead.

Featured Speakers

  • Blair Pleasant
    Blair Pleasant
    President & Principal Analyst
    COMMfusion LLC

    Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of UCStrategies. She provides consulting and market analysis on business communication markets, applications, and technologies including Unified Communications and Collaboration, contact center, and social media, aimed at helping end-user and vendor clients both strategically and tactically. Prior to COMMfusion, Blair was Director of Communications Analysis for The PELORUS Group, a market research and consulting firm, and President of Lower Falls Consulting. With over 20 years experience, Blair provides insights for companies of all sizes. She has authored many highly acclaimed multi-client market studies and white papers, as well as custom research reports, and provides market research analysis and consulting services to both end user and vendor clients. Blair received a BA in Communications from Albany State University, and an MBA in marketing and an MS in Broadcast Administration from Boston University.

  • Ron Stevenson
    Ron Stevenson
    Sr. Product Marketing Manager for CCaaS
    Dialpad

    Ron Stevenson is Senior Product Marketing Manager for Dialpad Contact Center. Based in Seattle, Ron has many years of industry experience launching software products for cloud, mobile, social, and telephony, with companies like Genesys, Salesforce, Microsoft, and several Seattle-area startups."

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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