Fonolo

JANUARY 16, 2019

At the same time, other major changes are impacting BPOs, namely: emerging technologies; a rising demand for re-shoring; and a surge in the number of customer communications channels used by businesses. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service. The Panelists.

Contact Center 85

Contact Center Social Media AI Education 85

Taylor Reach Group

JANUARY 21, 2019

has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. Rosetta is an acknowledged thought leader, expert and practitioner on public sector contact centers.

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

Fonolo

JANUARY 29, 2019

The global cloud-based contact center market is expected to grow from (what was) USD 6.80 This keeps your employees happy and your call center on point! The 80/20 service level metric used by call centers does not, in fact, fit for most call centers. Call center volumes have dropped by 71% since 2015.

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

Fonolo

FEBRUARY 26, 2019

In case you aren’t familiar with the concept of positive psychology, here’s an abbreviated definition from the Positive Psychology Center at the University of Pennsylvania: Positive psychology is the scientific study of the strengths that enable individuals and communities to thrive. The Benefit of Call-back Technology.

Customer Service 77

Customer Service Contact Center Education Technology 77

Fonolo

JANUARY 24, 2019

Who should attend: VPs & Directors of Contact Centers. Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. He has 25 years of experience in all facets of contact center operations. VPs & Directors of Customer Service.

Artificial Intelligence 62

Artificial Intelligence Contact Center Social Media Education 62

Fonolo

JANUARY 30, 2019

Avaya IX Digital Contact Center: Voice, omni-channel, desktop, and workforce engagement. The customers and partners we spoke with at ENGAGE were generally pleased with Avaya technology and the options available to them. Who should attend: VPs & Directors of Contact Centers. The Panelists. Thomas Laird.

Contact Center 57

Contact Center Social Media Education Innovation 57