Join us on Wednesday, January 22, at 2:00 PM ET for an interactive and informative hour that will present important trends for 2020 and beyond.
In one short decade, tremendous change has reshaped contact centers: from social media to chatbots to video, new channels and ways of serving customers abound; omnichannel, workforce, knowledge management, and more have streamlined contact center operations; and artificial intelligence, machine learning, and natural language processing are fundamentally changing the ways we connect with customers, both internal and external. It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for contact centers?
Drawing on ICMI’s industry-leading research and input from ICMI’s Featured Contributors and thought leaders, this webinar will present important trends for 2020 and beyond. We’ll not only explore what’s trending, but also why these topics are important for your contact center’s future:
Attendees will learn:
- Employee experience
- Automation and AI
- Cloud and CCaaS contact centers
- Knowledge management
- Self-service
- Social customer care and social media
- Recruiting challenges
- Rediscovering the human factor
- And more!
Reserve Your Spot!