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The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services.

Customer Service (Unplugged)


Daniel Hong  (VP, Research Director, Forrester)

Date: Tuesday, September 28

Time: 4:15pm - 5:00pm

Pass Type: Entire Event

Track : Contact Center & Customer Experience

Session Type: Conference Breakout Sessions

Vault Recording: TBD

Before AI and ML, before video, AR, and VR, before social/mobile/cloud and every other shiny tech—customer experience was about conversations between the customer and the agent. And now, those person-to-person conversations are more important than ever, as advanced technologies offload more customer contacts to self-service channels--meaning the calls that do reach your agents are likely to be more complex and challenging than ever. So how do you best equip your agents to succeed during these crucial conversations? In this session, a leading industry analyst will discuss the importance of weaving together emotions, understanding, empathy, and agent empowerment—and how to leverage technology for agent assist while not overly mechanizing the interaction. You’ll come away with a better understanding of the most effective tools to help your agents relate to your customers so they can solve complicated problems.


  • How can companies use technology that augments the customer service rep and the quality of customer service without getting lost in the hype?
  • What are the core customer service pillars that companies need to build from OUTSIDE of technology?
  • How do you judge agent success in these new, more complex interactions? Are the traditional contact center metrics still the most appropriate?