CX Network Live Filed under - Archived Content, Calabrio, Five9, Koopid, NICE, Sabio, Talkdesk 14 – 17 July 2020 | Free Online Event Enhancing customer experience through omnichannel integration, self-service and employee engagement Contact centers are facing a period of significant change, largely driven by the pace of technology adoption. With customer expectations shaped by the big tech firms, they now expect seamless experiences across all channels. Customers expect to have the option to resolve simple issues through self-service technology and, when needed, speak to a human immediately to fix more complex problems. However, in contrast to the challenges posed by increasing expectations, technology also poses a significant opportunity for forward looking contact center managers. Robotic process automation is shrinking the administrative burden on agents, artificial intelligence is predicting customer intent at scale and chatbots are providing 24/7 support to customers. Finally, with many predicting the demise of human agents, the reality is that the success of modern contact centers depends on successfully integrating new technology with a highly engaged, capable and customer centric workforce. With that in mind, CXN LIVE: Contact Centers will focus on: Customer self-service: reducing the friction of self-service channels to enhance the customer experience New technology: leveraging Artificial intelligence, Robotic Process Automation and Chatbots to improve agent effectiveness Omnichannel integration: designing a seamless and integrated experience across all contact channels Staff engagement and retention: enhancing employee engagement through effective recruitment, training and change management Event Sponsors Calabrio Five9 Koopid NICE Sabio Group Talkdesk Author: Rachael Trickey Published On: 9th Jul 2020 - Last modified: 17th Jul 2020 Read more about - Archived Content, Calabrio, Five9, Koopid, NICE, Sabio, Talkdesk Related Reports Webinar Replay: 5 Clever Ways to Improve Your Service Levels Report: The Top 5 Metrics Shaping Bank and Credit Union Performance eBook: Customer Success Stories 2024 Report: State of the Contact Centre 2023 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter