There is no denying that thanks to C-levels around the world making the customer experience (CX) a top priority the transformation of contact centers to be even more of a critical part of doing so is only going to intensify in 2015. After all, the pace of change in how customers choose to interact with organizations is accelerating putting an emphasis on things like omnichannel capabilities, moving to the cloud, social media, big data and sophisticated analytics, better integration with CRM systems and collaboration tools, WebRTC adoption, etc. In fact, many are predicting 2015 will be a watershed year for contact center solutions.
How so? What are the industry experts saying about the year ahead? And, what are the important industry developments you really need to know about to be successful?
A great way to get in on the industry buzz and hear what recognized industry experts foresee in the contact center solutions space for 2015 is to join the conversation by participating in a free webinar titled, “What’s New for Contact Centers in 2015 and Why it Matters,” to be held Tuesday, Jan. 27, 2015 at 11:30 a.m. Eastern time (EST).
Presenters for this 75 minute webinar include Ian Jacobs, senior analyst for Forrester Research, and Tim Passios, vice president of solutions marketing for Interactive Intelligence. In addition, an extensive Q&A will follow the Web presentation, during which Jacobs and Passios will be joined by industry veterans Sheila McGee-Smith, founder of McGee-Smith Analytics, and Don Van Doren, founder and president of Vanguard Communications to answer live audience questions.
“Today’s ‘mega-empowered’ consumer is driving contact centers to find more advanced technologies for ensuring a superior customer experience,” Passios said. “We designed this webinar to share the key technologies and their applications that will help companies create the kind of personal and consistent multichannel experience these empowered consumers expect.”
Another way to become actively engaged in the contact center industry conversation is to attend ITEXPO East, January 27-30 at the Miami Beach Convention Center. Take advantage of a chance to see the latest contact center solutions live and the opportunity to network with peers and sit in on informative sessions on a variety of contact center solution challenges and solutions. In fact, a nice break in your ITEXPO calendar and to complement the experience would be the webinar.