5 Must Haves for the 2019 Call Center

Creating or maintaining a modern call center requires you to stay up to date on innovation and proven principles. Join this session to gain in-the-know insight from some of the industry’s premier thought leaders on this year’s must haves. Transforming any operation can take time, but with these helpful insights you will walk away from this webinar with some useful suggestions to finalize your 2019 game plan. 

Available:
On Demand
Duration:
1h 00min

You will learn:

  • How to cultivate an agent-first attitude
  • The role AI will play
  • How priorities around metrics are shifting
  • Why CCaaS is becoming the de facto standard
  • Why you can’t ignore Generation Z

Featured Speakers

  • Sheila McGee-Smith
    Sheila McGee-Smith
    Founder
    McGee-Smith Analytics

    Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and customer experience communications markets. Sheila serves as the Contact Center Track Chair for Enterprise Connect, is a frequent contributor to No Jitter and can be following on Twitter @mcgeesmith.

  • Patrick Russell
    Patrick Russell
    Principal, Product Innovation Marketing
    Talkdesk

    With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last four years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

  • 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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