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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.
VP, Support Services Research, TSIA
Publish Date: May 8, 2019
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.