Delivering on the Digital Urgency for Customer Service in the Pandemic Era and Beyond

Consumers have gone digital in a hurry in the pandemic era with younger demographics pushing to do more with digital and older demographics, especially driven by Covid contact risk, forced onboard. Meanwhile, “digital or die” has become “digital now or die” for businesses with full or partial lockdowns and a cloud of economic uncertainty hanging over their heads. This has catapulted digital transformation of customer service and engagement back to the top of the executive agenda. How can contact centers deliver on this new, urgent imperative?  

Available:
On Demand
Duration:
1h 00min

Register for upcoming webinar with Sheila McGee-Smith, President and Principal Analyst of McGee-Smith Analytics, and Sam Hahn, Technology Evangelist for eGain Corporation, to find out. The webinar will also feature a demo of a next-gen customer journey across digital and voice touchpoints, guided by AI and knowledge management.

Featured Speakers

  • Sheila McGee-Smith
    Sheila McGee-Smith
    President & Principal Analyst
    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.

  • Sam Hahn
    Sam Hahn
    Technology Evangelist
    eGain

    Sam Hahn is a Technology Evangelist at eGain, with multiple patents under his belt and years of experience holding engineering leadership positions. Currently, he leads a senior team that explores new channels, devices, interaction modes, and business models.

  • 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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