Contact Center Solutions Featured Article

Interactive Intelligence's 'Five Customer Engagement Trends Impacting Contact Centers in 2016' Webinar

January 13, 2016

With the start of the New Year, everyone in the contact center solutions community is busy evaluating industry trends and past performance to ask how, where, and what they can improve in customer engagement. In fact, as Tim Passios, Interactive Intelligence Vice President of Solutions Marketing, recently blogged, “contact centers around the world are in a state of shock.”

Indeed, 2016 is shaping up as a watershed year in our industry. C-level focus on the need to improve the customer experience is increasingly a top, if not the top, priority for a host of not just competitive but operational reasons.   

To help those in the engagement industry better understand the challenges and opportunities they are facing, Interactive Intelligence is sponsoring a free educational webinar,  "Five Customer Engagement Trends Impacting Contact Centers in 2016." To be held Tuesday, Jan. 26, 2016 at 11 a.m. EST, you are invited to join Passios, guest speaker Art Schoeller – Vice President and Principal Analyst at Forrester Research Q&A panelist Sheila McGee-Smith – Founder and Principal Analyst of McGee-Smith Analytics and Q&A panelist Don Van Doran – Founder and President of Vanguard.

The session will cover what Interactive Intelligence has identified as those five major customer engagement trends you should be looking at. They are:

  • The increasing demand for customers to be supported across any channel of their choice.
  • The competitive pressure to differentiate through an effortless customer experience.
  • The rapid rise of the new, agile contact center and the evolution of the cloud ecosystem that supports it.
  • The role that strategic technologies like artificial intelligence, big data, IoT and strategic planning play in the future best-of-breed contact centers.
  • The inability of legacy, monolithic contact center solutions to meet the demands of today’s “anytime, anywhere” customer.

As you think about the year ahead, hear from and question the experts on such topics as what to budget for along with obtaining actionable guidance for which technologies will help and which to stay away from.

"With the vast majority of companies planning to compete primarily on the basis of the customer experience this year, customer engagement remains a huge focus for contact centers," Passios said. "We designed this webinar to give attendees insights and actionable advice to address key customer engagement trends, which range from customer demand for support across all channels, to the evolution of the cloud ecosystem."

The contact center solutions community really is undergoing dynamic changes. This is being driven by the accelerating pace of change in general and the need to be ever more attuned to customer needs in an omnichannel, real-time interactive world where alternatives are just a click or touch away and creating compelling experiences continues to rise as a reason why customers are loyal or disloyal.  

Edited by Kyle Piscioniere