Contact Center Takeaways from Enterprise Connect

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2019 is a banner year for contact center, and that was reflected at Enterprise Connect Orlando. With more sessions in the Contact Center & Customer Experience track than ever before, it also marked the first time CC/CX came to the General Session stage. 

In this webinar, Enterprise Connect Contact Center & Customer Experience track chair Sheila McGee-Smith provides an insider's view of the key CC/CX takeaways from this year’s conference, including:

  • How customers can best prepare for a migration to the cloud
  • The ways in which the contact center has become the change agent for enterprise digital transformation
  • The short-term reality of artificial intelligence in customer care


Read about the rest of the series below. 

Featured Speakers

Sheila McGee-Smith

President and Principal Analyst, McGee-Smith Analytics

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. With more than 35 years in the communications industry, her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.

Webinar Series: Looking Forward to Contact Center Success in 2019!

Leading industry experts and analysts discuss the latest customer experience trends

From everything we are hearing from our customers, customer experience has never been more important. So now is the time to establish what success for your contact center looks like. As a way to help guide you this year and next, we launched an educational webinar series called Looking Forward to Contact Center Success.

Contact Centers:
The Moment of Truth for Your Brand

Presented by Vanson Bourne 
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Omnichannel Accelerates Contact Center Success Metrics 

Presented by Robin Gareiss of Nemertes Research 
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Myth vs. Reality

Presented by Blair Pleasant of Commfusion 
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This series will help you look forward to the inevitable changes ahead with actionable content, insights and advice from some of the industry’s thought leaders. We’ve put together this masterclass series of top-notch customer experience experts to provide perspectives on the current state of customer experience as well as trends and developments in contact center technologies and strategies.

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