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On-Demand Webinar: 5 Contact Center Success Strategies for Channels in 2021

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In these pandemic times, contact centers have never faced more difficult challenges, especially around supporting home-based agents with premises-based systems. While many contact center leaders feel they have limited options, they actually have many, but may not be sure where to turn. As customer expectations keep rising, contact centers need a plan, and channels are ideally positioned to be their trusted partners for adopting to new and better technologies.

This webinar will outline five strategies that channels can help contact centers execute on, including:

  • Why cloud migration is the driver for providing a great digital customer experience
  • Managing home-based agents to keep them engaged and customer-focused
  • Identifying use cases for video, both inside the contact and with end customers
  • Better managing customer expectations during COVID-19

Noted contact center analyst Jon Arnold will explain the latest industry trends driving these strategies, and he’ll be joined by Lifesize Global Senior Director, Contact Center, Employee Experience and Customer Experience Optimization, Valur Svansson to further discuss why this opportunity is so attractive and timely for channels.

Watch it on demand.

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Speakers

Jon Arnold of J Arnold & Associates

Jon Arnold

Jon Arnold is principal of J Arnold & Associates, an independent analyst providing thought leadership and go-to-market counsel with a focus on the business-level impact of digital transformation in the workplace. Core areas of expertise include UC, cloud communications, collaboration, AI, speech technologies, IoT, future of work, contact centers, customer experience, video, VoIP and social media.

In 2019, Jon was named a “Top 50 Unified Comms Influencer” and a “Top 30 Contact Center Influencer,” and in 2018 was included in a listing of “Top 10 Telecoms Influencers” and “TOP VoIP Bloggers to Follow.”

 

Valur Svansson of Lifesize

Valur Svansson

With more than 30 years of industry experience, Valur Svansson provides global leadership in assessing, recommending and executing innovative contact center operations and customer experience optimization. His expertise enables him to provide video conferencing-as-a-service and contact center-as-a-service transformation solutions and consulting programs.

 

 

 


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