Ken Landoline (Principal Analyst, Omdia)
Date: Monday, September 27
Time: 8:00am - 8:45am
Pass Type: Entire Event
Track : Contact Center & Customer Experience
Session Type: Conference Breakout Sessions
Vault Recording: Video
There is no doubt that the customer engagement marketplace has been permanently altered by more than a year of business upheaval and economic turmoil. While some of the changes will be temporary, others will transform the industry landscape for the longer term. A major question going forward will be how these changes will affect contact center fundamentals in terms of live agent headcount, the look and size the physical contact center premise facilities, competitive vendor shifts, the demand for workforce optimization technologies, and changing enterprise technology investment plans. Understanding these changes will be essential to planning your customer engagement strategies for future success.
Join a leading industry analyst for a review of what the new, more stable customer engagement landscape now looks like, what platforms, tools, and technologies stand to benefit from the events of the past year, and a summary of the changes yet to come that may affect the future plans of your company.