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5 Contact Center Trends to Watch in 2019


Air Date:
Time:
Presenters: Erica Mancuso , Michael Pace , Darryl Addington
Moderators: Erica Marois
Sponsor:
Five9

Watch the webinar video below.


Set your team up for success in 2019 with this eye-opening discussion on the trends you to to watch as you prepare your contact center for the future.

Fast forward to end-of-year reviews in 2019. What will your team have accomplished? Will you be proud to report on soaring CSAT scores, transformative process improvements, and unprecedented profits? If you want to set your team up for success in the year ahead, now’s the time to start planning. Join us for this eye-opening discussion on the trends you need to watch as you prepare your contact center for the future.

In this webinar, you will learn:

    1. What AI and Machine Learning will really mean for the contact center, and the practical steps you can take now to ensure smooth implementation
    2. How to deliver an employee experience that will attract and retain top talent
    3. What’s next for customer experience
    4. How digital transformation will impact the contact center in the years ahead

Join us for an interactive and informative hour, complete with live audience Q&A.

Reserve your spot!


Presenters
Erica Mancuso
Erica Mancuso
Director of Client Care, Straightaway Health Careers

Erica Mancuso builds teams that deliver exceptional customer experiences. After 15 years of leading customer facing teams for entrepreneurial technology companies, she knows these experiences are the result of not only a solid product, but also great employees armed with the right tools and processes to get the job done well. Erica is the director of Support Offer Management at nThrive. Connect with her on Twitter and LinkedIn.

Michael Pace
Principal and Owner, The Pace of Service

Incredibly fortunate, by his own admission, Michael wakes up each day envisioning how he can inspire companies to create environments, journeys, and actions that help make their customers more successful. He believes wildly successful companies start with successful customers and associates. In 2012, he started and built a consultancy through strong values, discipline, and sharp customer focus. Since then, he has built awe-inspiring experiences resulting in worldwide leading customer experience scoring for a variety of industries and organizations.

As he puts it:
I engineer monumental and awe-inspiring customer experiences; I build cathedrals of customer experience. Starting with a solid foundation of Culture, the Best Talent, Process Management, the Right Technology, and Data Insights, I construct the pillars of a customer experience strategy for your contact center or customer care teams, and deliver awe-inspiring experiences.

Darryl Addington
Darryl Addington
Director of Product Marketing, Five9

Darryl Addington is the Director of Product Marketing at Five9. He has more than 24 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineering. He specializes in vertical marketing, integrating data intelligently into service and sales environments, and learning about and solving the challenges enterprises face when building a differentiated customer experience.



Moderators
Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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Topics: AI, Employee Experience, CSAT