Conference Presentation

Enabling a Better Customer Experience (CX) with Contact Center Technology

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Technology in the contact center for the support function is a necessity, but contact center technology remains a pain point for many. This is often due to the historical "build-up" of disparate applications to address different needs, such as agent scheduling, call handling, workforce management, self-service, and more. Integrating these systems to deliver a seamless customer experience (CX) in an omni-channel environment can be daunting, expensive, and frustrating.  In this highly informative and interactive session, John Ragsdale, VP of Service Technology Research for TSIA, Judith Platz, VP of Support Services Research for TSIA, and Randy Mysliviec, president of RTM Consulting, will discuss trends and solutions to enabling better CX with your contact center technology. The session will include information on industry trends and challenges, and where priorities should be to address a rapidly changing world for today’s omni-channel support centers. The discussion will include issues around systems and application integration, enabling better support agility and becoming more data-driven in your support centers. This is a must-attend event for every support executive and manager. 

Presented By:

Judith Platz

VP, Support Services Research, TSIA

Publish Date: May 8, 2019

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