Chat with us, powered by LiveChat 2020 Vision: Contact Center Trends to Watch

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2020 Vision: Contact Center Trends to Watch


Air Date: January 22, 2019
Time: 2 pm ET
Presenters: ICMI Research
Moderators: Roy Atkinson
Sponsor:
serenova

Watch the webinar video below.


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!


Presenters
ICMI Research
,
Human Resource Biography goes here...


Moderators
Roy Atkinson
Roy Atkinson
Group Principal Analyst, HDI/ICMI

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva in May, 2020. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.


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Topics: Best Practices, Employee Experience, Customer Experience