Proving the Value of a Collaborative Approach to Your Contact Center

Meeting the needs of today’s consumers requires enterprises to embrace a comprehensive, collaborative contact center solution that not only allows customers to choose among a variety of channels, including self-service, but also empowers agents with the information they need to resolve issues quickly. Only when an enterprise makes the leap from a traditional to a truly collaborative and next-generation contact center is it ready for the digital future.

Available:
On Demand
Duration:
1h 00min

Join this webinar for data-driven deep insights into the makeup, expectations, and priorities of a collaborative contact center. This information-packed session will feature insight from contact center experts plus findings of recently completed Enterprise Connect Research highlighting interaction channel expectations, the benefits of increasing collaboration within the contact center, and how chatbots factor in the mix.

You’ll learn:

  • Why contact center investments are so important to the overall business
  • How to balance a mix of channels, including voice and self-service, in your contact center
  • What comprises a collaborative contact center — and how your organization can benefit

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
    Director, Product Marketing
    8x8

    Patrick Russell is a contact center expert with 17 years in the industry and is the Director of Product Marketing at 8x8. Patrick has held nearly every role within a contact center to include managing operations of several thousand agents, and has been recognized as an industry thought leader by several contact center organizations. With a passion for technology and finding new ways to help businesses improve, Patrick is an optimistic, creative thinking problem solver with an employee-first approach to improving the customer experience. When he’s not working you can find Patrick working on carpentry projects or traveling the world.

  • 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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