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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

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!

ICMI Research
Human Resource Biography goes here...

Roy Atkinson
Roy Atkinson
Group Principal Analyst, HDI/ICMI

Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy's blogs regularly appear on HDIConnect, and he is highly rated on social media, especially on the topics of IT service management and customer service. Roy is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. 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