Verint is Going Virtual. Learn more about our Virtual Customer Engagement Conference and how we can help you succeed in these extraordinary times. Join us May 20-21.
Analyst Insight: Keeping Pace with the Changing Nature of Work
The past few years have seen a radical shift in the customer service industry. New demographics of both customers and employees mean service is now digital-first. Meanwhile, since simple customer service inquiries are now easily handled in self-service, questions that do reach the contact center are more complex than ever before. Add to this the advancements to automation and artificial intelligence and the emergence of the gig economy, and the job of a contact center agent has changed tremendously. In this session, Kate Leggett, VP and Principal Analyst from Forrester Research, will discuss how organizations can stay ahead of the pack in the face of these changes and what tools they need to succeed.
Presented by:
Kate Leggett
Vice President and Principal Analyst
Forrester Research