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  • The Top 10 Customer Service Trends Of 2018

    We’re at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels – shifting between them seamlessly and even using channels simultaneously. Enterprises react by adding headcount – an unsustainable strategy. You must transform operations by developing strength in automation, AI, and knowledge. Kate Leggett, Forrester VP and Principal Analyst, will outline the top 10 technology trends for customer service that you must pay attention to in 2018 to stay ahead of your competition.

    The Road to Speech Analytics Success

    Learn about the road to speech analytics success taken by the fastest growing private pension and life insurer in Turkey. Take in where it started, what it’s learned along the way, and where it’s going next in its journey with Verint. Use the outcomes it’s achieved – from lower churn to reduced handle time – and how it leverages speech with other applications (such as quality management and performance management) to help accelerate your own path to success.

    Tuesday, 10:30 AM

    Dallas B