Hold the phone! How modern contact centers are going digital

Why do you need to modernize your contact center?

Call centers have been around for decades. Although many have been rebranded to “contact centers,” operations haven’t changed much, and contact volume is still overwhelmingly phone-based. While traditional channels like phone are not going away completely, digital channels continue to rise in popularity with customers.

Cutting-edge brands have moved beyond only measuring the efficiencies gained by adding digital channels and AI, and are focusing on the quality of their customers’ experiences. These companies are turning inward and letting consumer behavior and feedback guide the adoption of channels and development of experiences.

You are ready to transform your contact center — but, how?

What do contact centers look like when they are digitally transformed? Which channels are best suited for your customers and your business model?

This quick, 30-minute executive panel will cover:

• How new brands can go completely digital, and large enterprises can begin to shift their operations to enable more digital service and care
• How to adopt customer-centric, “outside in” thinking
• Easy, low-effort ways to start transforming to digital-first customer service
• Benchmarks and best practices from leading brands USAA and Jawwy

Get insights from executives in financial services and telecommunications

Bill Gerth, Director of Social Business at USAA; George Attia, VP of Customer Care at Jawwy-STC; and Mike Betzer, General Manager for Khoros Care, will be sharing actionable advice and best practices based on years of experience in customer service. Learn how global brands are embracing both traditional and digital channels, and how a digital-first brand creates innovative customer experiences.