In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences. With the world still in a state of flux, how can global CX leaders navigate the uncertainties of 2021 while optimizing the changes they implemented in 2020?
Join Kerry Bodine, Author & Customer Experience Thought Leader, and Darryl Addington, Director of Portfolio Marketing at Five9, as they discuss how leaders can catch up on past CX initiatives and define strategies to meet and exceed their contact center goals in 2021.
In this webinar, Kerry and Darryl will discuss:
Steps to create a strategy that drives business outcomes amidst continued business and societal changes in 2021
AI-powered tools that leaders can use now to optimize efficiency and lower costs
Tools and tactics to motivate, engage, and drive efficiency gains with remote workers and hybrid workforces
Tips to master the digital-first customer journey across all channels