5 Contact Center Success Strategies for Channels in 2021

In these pandemic times, contact centers have never faced more difficult challenges, especially around supporting home-based agents with premises-based systems. While many contact center leaders feel they have limited options, they actually have many, but may not be sure where to turn. As customer expectations keep rising, contact centers need a plan, and channels are ideally-positioned to be their trusted partners for adopting to new and better technologies.

This webinar will outline five strategies that channels can help contact centers execute on, including:

• Why cloud migration is the driver for providing a great digital customer experience
• Managing home-based agents to keep them engaged and customer-focused
• Identifying use cases for video, both inside the contact and with end customers
• Better managing customer expectations during COVID-19

Noted contact center analyst Jon Arnold will explain the latest industry trends driving these strategies, and he’ll be joined by Valur Svansson, Global Sr. Director, Contact Center, Ex & Cx Optimisation at Lifesize to further discuss why this opportunity is so attractive and timely for channels.

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Speakers

Jon Arnold, Principal, J Arnold & Associates
Jon Arnold is Principal of J Arnold & Associates, an independent analyst providing thought leadership and go-to-market counsel with a focus on the business-level impact of digital transformation in the workplace. Core areas of expertise include unified communications, cloud communications, collaboration, Artificial Intelligence, speech technologies, Internet of Things, future of work, contact centers, customer experience, video, VoIP, and social media.

In 2019, Jon was named a “Top 50 Unified Comms Influencer,” and a “Top 30 Contact Center Influencer,” and in 2018, Jon was included in a listing of “Top 10 Telecoms Influencers” and “TOP VoIP Bloggers to Follow.”

Valur Svansson, Global Sr. Director – Contact Centre, CX & EX Consulting, Lifesize

Valur has been in the contact centre industry for over 30 years with 20 of those years US based on the customer side.  In the past 10 years on the vendor side doing international consulting on all things related to optimization of contact centre operations, the customer experience, employee engagement and the operational integration of contact centre technologies.

The breadth and depth of his experience is first hand, at one point in his career on the customer side he held the position of Vice President of Customer Service and Sales for a Fortune Top 50 Company, where he led 17 contact centres across the southern region of the US with responsibly for $172M P&L.

His current passion and drive are to help contact centres modernize with the advent of advanced solutions in CCaaS, Contact Analytics, AI and Robotics Process Automation.  Valur also specializes in business case development and ROI analysis for any process, employee, customer or technology programs applied to the contact centre environment.