Customer experience has overtaken price and product as the top differentiator between brands. Your customers don’t care about spikes in interaction volume, agent training curves, or the mechanics of contact center technology. They simply want fast, efficient service. How do you manage an environment that is constantly changing without allowing it to negatively impact your customers?
Join us to hear three ways to simplify your contact center, streamline operations, and achieve your goals. You’ll learn how to:
Zeus Kerravala is the founder and principal analyst with ZK Research, and provides a mix of tactical advice to help his clients in the current business climate and long-term strategic advice. Kerravala provides research and advice to end-user IT and network managers, vendors of IT hardware, software and services and the financial community looking to invest in the companies that he covers.
Since she was introduced to the contact center industry nearly a decade ago, Lori has worked to filter everything she creates as a marketer through two lenses: the customer and the agent. Having served in global customer and product marketing roles for some of the industry's largest vendors, she has managed technology at all points of the contact center continuum, from simple ACDs to groundbreaking AI. In her role at Talkdesk, Lori focuses on marketing releases and programs for Talkdesk's growing customer population. As a frequent contributor to industry blogs and events, she is passionate about sharing the critical connection between employee engagement and customer experience.
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.
