The contact center industry is poised to undergo changes unprecedented in its 40-year history. Driving these extraordinary changes will be the customer service expectations and preferences of the new generations of consumers; specifically, the Millennial generation and Generation Z. The impact these generations will have on the customer experience and the technologies required to support CX is nothing like the contact center has seen before. An Engage tradition, this session provides an unflinching reality check of the industry’s trends and challenges of the contact center’s future.

Presented by:
Paul Stockford, Chief Analyst
Saddletree Research
 
Kelly Koelliker
Verint

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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