In 2019, Forrester Research predicts customer service organizations will have to leverage three components of their contact center for success: automation, data, and agents.
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.
Learn on this webinar:
- The three customer service megatrends for 2019
- What role will AI play in transforming your contact center
- How to utilize customer engagement data for better experiences
- Evolution to more emotionally in-tune agents
- Tracking the empathy of agents
- Using data to train agents to super agent status