Contact Center Forum

The consumer landscape has drastically changed since the start of 2020. This raises the question for organizations – what’s next? While digital transformation is expected to continue to accelerate, what experiences will consumers want next? Customer Experience (CX) when contacting a company can be the differentiator between continued business and deciding to switch to a competitor. Whether its shopping in-person, online, on the phone or other, there’s a common thread central to success: positive human experience.

This forum will focus on the crucial role of your organizations customer service experience threading in key themes on why contact centers are critical to the success of your business and how technology plays an important role in that process.

With the Great Resignation looming large, much of the national conversation seems to leap to 'What can leaders do to retain and recruit top talent?' This type of question leads straight into action-oriented solutions like 'offer flexible hours' or 'adopt a hybrid return-to-work model.' But there are deeper problems that underpin the widespread resignations and crisis of engagement happening now. Susan shares 3 key strategies for leaders to address these issues and thus shift the retention and connection problems at their root.

There is no doubt that the workplace has undergone an unprecedented transformation in the last few years. As IT leaders prepare for what’s next, it’s key that they are strategic in determining which technology best supports their employees by keeping them secure and productive. Hear from the Chrome Enterprise team on what’s next for work and how leaning into solutions that provide flexibility and agility will future proof your business.