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Is There a Place for Video in the Contact Center?


Is There a Place for Video in the Contact Center?

Air Date: May 25, 2022
Time: 2:00 pm ET
Presenters:

Vern Fernandez , Josh Stanley

Moderators: Tim McElgunn
Sponsor:

Watch the webinar video below.

Learn about where contact centers are using video today and how contact center pros envision video’s impact on the center of the future.

According to recent ICMI research, about 15% of contact centers are currently supporting video, with about 15% planning to add that capability over the next 12 months.

Join Tim McElgunn and subject matter experts from Jabra and Zoom to talk about where contact centers are using video today and how contact center pros envision video’s impact on the center of the future.

We’ll discuss the business problems and real-world solutions CC leadership hope to address with video; why adding video is important from a channel strategy perspective; and how to implement video, manage video channels, build agents’ video interaction skills,  and quantify success.

Presenters
Vern Fernandez
Vern Fernandez
Senior Manager, Contact Center Excellence at Jabra

With over 20 years of experience in providing voice and networking solutions, Vern provides thought leadership on intelligent end point devices to improve customer/agent experiences, decrease average handle times and maximize contact center investments. His team accomplishes this through development opportunities for real-time analytics, diagnostics, agent self-coaching, gamification and by exploring uses cases for artificial intelligence through Jabra's digital devices, integration partners and alliances.

Josh Stanley
Sales Strategy Lead, Zoom Contact Center

Josh Stanley joined Zoom in April 2019 and has been a part of bringing Zoom Phone to market from its infancy to now over 2 million users. Josh now leads Sales Strategy for Zoom Contact Center, focusing on expanding the product line, capturing new routes to market, and improving processes to capture greater market share. Prior to Zoom, Josh spent 9 years at Cisco in sales, leadership, and partner development roles. Prior to Cisco Josh spent 10 years managing a contact center at Merrill Lynch.



Moderators
Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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