Wednesday, April 10, 2019 at 2:00PM EST / 11:00AM PST
Creating Customer Service Super Agents with Data, Tech, and Coaching
In 2019, Forrester Research predicts customer service organizations will have to leverage three components of their contact center for success: automation, data, and agents.1
Join us and guest Kate Leggett, VP, Principal Analyst, Forrester Research as we discuss these trends as well as how they will help optimize the efficiency of your contact center operations, agent performance (and happiness), and customer experience.
1 The Three Customer Service Megatrends In 2019: As AI Eats Jobs, Agents Are More Valued. Forrester Research. Kate Leggett with Daniel Hong, Ian Jacobs, Sarah Dawson, and Peter Harrison. January 17, 2019