The future of voice in the contact center
Wednesday, February 22 | 10:00-11:00 AM PST
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Head of Global
Contact Center Marketing
Advisor and Author
VP Global Customer Care
Your customer’s experience is shaped by the interactions they have with your brand. And thanks to multiple points of engagement, the growth of social media and high expectations, the customer service landscape is more complex than ever.
Self-service is often the first point of resolution for your customers. And when a customer is unable to resolve an issue on their own, a phone call can be considered an escalation. So, how can you manage your customer’s complex requests?
Join Blake Morgan, author, speaker and advisor on customer experience, and our resident experts on a panel discussing the changing customer experience landscape. We will explore the increasing number of new technologies available for companies including analytics, automation, and webchat. We will discuss how the role of voice continues to evolve.
Blake Morgan is a globally recognized thought leader on customer experience. She is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. She’s been ranked as one of ICMI’s top 50 thought leaders to follow on Twitter in 2016, Clarabridge’s #1 social customer service expert to follow, and Customer Gauge’s top 20 customer experience experts to follow in 2017.