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Presented by:

Steve Hurst

Steve Hurst

Engage Business Media Editorial Director Click to
Leon Stafford

Leon Stafford

Interactive Intelligence Regional Territory Manager Click to
13th March 2014

The Cover Story of the current issue of Engage Customer magazine indeed contends that contact centres based on voice interactions are balanced at a tipping point.

Our lead article warns its leaders unless they can raise their game to address omnichannel customer journeys rather than isolated telephone calls contact centres are destined to become an irrelevance.

Join Steve Hurst editorial director of Engage Customer and Leon Stafford director of Interactive Intelligence who will examine the myriad of challenges facing the contact centre customers and look at exactly where they are heading.

We examine an increasingly multichannel customer engagement environment where technology is driving changes in consumer behaviour and where the dynamic between voice and non voice interactions is changing.

Steve will give his unique insight into the contact centre marketplace where channels such as web chat are gaining ground fast and are proving popular with both agents and customers. Leon will give his take on the direction contact centres are heading in and the technologies needed for them to be fit for purpose when dealing with today’s omnichannel customer.


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