Tuesday, January 26th at 12 PM CT
Dramatic changes are coming to contact centers in 2021. The adoption of Intelligent Virtual Agents (IVA) is on the rise and is changing the landscape of customer interactions for good. Vitec and Mindsight have lined up the top IVA providers and are hosting a demo showdown.
What attendees can expect:
Wednesday, February 17th at 12 PM CT
Has your center struggled with lower FCR or slower resolutions whenever resolving the client request is not possible within the contact center's team and resources? How about when the resolution actually requires other teams or departments to fulfill? Unfortunately, because it started in the contact center, the contact center takes the blame for the poor customer experience. The complaint is always about the contact center, when the reality is that it is not always the contact center's fault.
The drivers to improve the Customer Experience are People, Process, and Technology. We're offering something for everyone in this webinar:
Tuesday, March 23rd at 12 PM CT
Now that it is clear most agents aren’t coming back to work in an office on a fulltime basis, how do we keep them motivated, minimize attrition, and maximize agent satisfaction? With no happy hours and at-work pizza parties, what is working and what is not? Can we plug in Zoom trivia games or will one-on-one web conferences get the job done? What about KPIs? What has changed? Is it the "same ol’ – same ol’," or do we try something new?
We’ve lined up the brightest minds and thought leaders in the contact center who are experts in motivation. See what other contact centers are doing to motivate their work-from-home agents and learn what strategies you can begin implementing straight away!
Kleid is the Principal Consultant at Mindsight, an IT Solutions and Consulting firm located in the Chicago area. With nearly 15 years of experience in both domestic and international consulting, Kleid has helped contact centers of all sizes to bridge the gap between business and technology. His extensive experience with IVR, ACD, screen pop, omnichannel, speech analytics, quality management, outbound dialer, and custom applications is grounded in understanding the critical value of the customer journey.
Vince Fulgenzi threw open the doors of VITEC Inc. in 1989 and has never looked back. Vince is a trusted advisor for centers around the globe. He is called upon regularly to counsel executives, leadership groups and teams interested in improving the effectiveness and efficiencies of their contact centers. Vince’s two-term stint as president of the Association of Contact Center Professionals (ACCP) further solidified his perch as a proven specialist in advocacy for the customer experience.