featuring Art Schoeller from Forrester

Design Your Contact Center to be Digital and Customer Centric  

Watch On-Demand

Art Schoeller, vice president and principal analyst at Forrester gives you the guidance and information you need to navigate this digital revolution.

Art will cover:

  • How to incorporate customer experience into the contact center roadmap
  • Who needs to be involved in architecting the strategy and why
  • What digital messaging channels you should support and why
  • Why volumes will grow across your contact center and why it’s a good thing
  • How to incorporate chatbots & machine learning into your strategy without sacrificing customer experience

It's time to keep up with your customers' needs

Busy contact center leaders have little time to stop and reevaluate their strategy and roadmap to focus on where the service market is headed. Many are embattled with meeting the stringent SLA requirements around service while striving to reduce the cost of servicing customers. Nevertheless, there is a revolution happening among your customers with regards to how they want and expect to communicate with you. Those who wait too long to get started will fall behind the competition.

Who should watch: If you’re an executive, leader, process innovator, or change agent in customer experience or in the contact center, you need to attend.

Art Schoeller
Vice President and Principal Analyst , Forrester

As vice president and principal analyst at Forrester Research, Art Schoeller supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises.