Build a Better Customer Experience Using a Contact Center Benchmark

Customer experience can make or break your business. But how do you achieve outstanding customer service when you're dealing with outdated organizational structure, lagging technology, dated processes, and other challenges within your contact center?

In this webinar, Nemertes Research’s Robin Gareiss will join West’s Kevin McMahon to discuss the state of the contact center and share research shedding light on how enterprises think about cloud contact centers, AI, chat bots, and more. Get actionable tips on how to: 

  • Understand the customer journey
  • Provide an effortless customer experience
  • Meet customer needs throughout the buying process 

In addition, West will present findings from research conducted with over 200 contact center and customer experience professionals, providing you the insight needed to benchmark your company’s performance against other industry players.

On Demand
1h 00min

Featured Speakers

  • Robin Gareiss
    Robin Gareiss
    President & Founder
    Nemertes Research

    For 25+ years, Robin Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 2000, analyzing their technology strategies and more recently, their ability to serve as trusted advisors to the business. She has developed industry-leading, interactive cost models for some of the world's largest enterprises and vendors. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, IDG’s IT Roadmap, UBM’s Enterprise Connect, Enterprise 2.0, 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 several successful fundraisers for children's cancer research. She serves on the University of Illinois College of Media Advisory Council, as well.

  • Kevin McMahon
    Kevin McMahon
    Director of Global Marketing

    Kevin McMahon is the Director of Global Marketing for West’s Unified Communications Services. He's spent over 20 years working with cloud-based and hosted enterprise technologies and has led West’s global outreach for unified communications solutions since 2010.

  • Michelle Burbick
    Michelle Burbick
    Associate Editor, No Jitter
    Program Coordinator, Enterprise Connect

    Michelle Burbick is the Associate Editor and a blogger for No Jitter, UBM Tech's online community for news and analysis of the enterprise convergence/unified communications industry. In addition to writing, editing, and managing No Jitter, Michelle also serves the role of Program Coordinator for its affiliated industry event, Enterprise Connect, the largest independent conference and exposition devoted to the enterprise communications industry. Prior to coming to No Jitter, Michelle worked as a writer and editor, producing content for technology companies for several years. In an agency environment, she worked with companies in the unified communications, data storage and IT security industries, and has developed content for some of the most prominent companies in the technology sector.

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