Sheila McGee-Smith presented at the Five9 2018 Sales Kickoff discussing her insights about the contact center industry and the upcoming forecast for this year. After her presentation, I had a quick conversation with McGee-Smith diving deep into the contact center.
In case you missed it, click here to read part 1 of this interview.
Q: How has digital transformation impacted contact centers and the customer service they provide?
Digital transformation is a corporate-wide initiative that involves everyone from marketing to sales to product development. Customer service has to do their part to understand what their role is and then create the backend data integration that allows them to successfully access the digital transformation happening in other parts of the business. In a digital transformation world, the customer has access to that information.
This is a work in progress, and it fact a topic we are tackling at Enterprise Connect this year in a session. Melanie Turek of Frost & Sullivan, will lead a panel on this topic as part of the Contact Center & Customer Experience track at Enterprise Connect 2018.
Q: What are top three reasons customers aren’t moving to the cloud?
Q: Only 10-15% of companies have moved to the cloud, what are three reasons it’s imperative for the other companies to migrate?
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