5 Contact Center Trends to Watch in 2019

Date Aired:
Presenters: Erica Mancuso , Michael Pace , Darryl Addington
Moderators: Erica Marois

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!

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.

Erica Strother headshot
Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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Topics: AI, Employee Experience, CSAT