Nerys Corfield (Director, Injection Consulting Limited)
Location: Osceola B
Date: Wednesday, March 29
Time: 2:00 pm - 2:45 pm
Entire Event Orlando - Monday-Thursday, Tues - Thurs Conference Orlando -
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Contact Center/Customer Experience
Vault Recording: TBD
Before an enterprise can deliver on a digital-first customer experience (CX) strategy, they often have to answer one key question: What contact center technology provider can address my unique business needs? However, like many tech decisions today, answering this question isn't nearly as straightforward and simple as many would have you think. In this session, an industry-leading contact center consultant will break down the key considerations for making a contact center technology purchase, how to make that decision, and who should be involved. Additionally, she will explore the contact center technology stack and its various pieces, how they need to factor into a contact center technology decision, and how IT teams can collaborate with different departments to ensure a seamless transition to the cloud.
- Understand the considerations for evaluating a cloud-based contact center solution and how to determine if it addresses your CX needs
- How to ensure that you have the right buying team in place that can make an informed purchase decision based on several key factors
- Why IT needs to take a holistic approach that accounts for agents and other departments like marketing when making a contact center technology purchase decision
- Learn about the metrics and analytics to ensure that a chosen contact center product is delivering on its promise