Featured Guest Speaker:
Brian Cantor – Principal Analyst & CCW Digital Director with IQPC
Much of today's conversation is focused on what automation can potentially do to strengthen customer engagement, improve processes and augment contact center performance. But what does this actually mean for our agents? While it’s important to note that automation should augment, not replace, human work within the contact center, It’s time the conversation focused on the human equation in the automated world, focusing on how employee roles will change, and understanding what the human-automation relationship truly entails.
Join Brian Cantor, Principal Analyst & CCW Digital Director for IQPC's Customer Management Practice, as he shares interesting trends and statistics and answers pressing questions::
Teleperformance will provide some best practices and insights.
Brian Cantor is the Principal Analyst for the Customer Management Practice. In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s industry-leading market studies and special reports. Additionally, he serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals.
With the objective of curating a dynamic customer experience ecosystem, the TP Talks webinar series is focused on inspiring ideas on how companies can adapt to become truly customer-centric. You will learn from best practices, big trends, innovations and real-world success stories for managing ever-changing customer expectations.