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* Desktop Systems - PCs
* Email Client
* Embedded Systems
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* Mac OS
* Memory Components
* Mobile Devices
* Presentation Software
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* Windows 7
* Windows Vista
* Windows XP
* Word Processing
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* ITIL
* Project Management
* Regulatory Compliance
* SLA
* Services
* Networking and Communications
* Bluetooth
* DSL
* GPS
* GSM
* Industry Standard Protocols
* LAN - WAN
* Management
* Mobile - Wireless Communications
* Network
* Network Administration
* Network Design
* Network Disaster Recovery
* Network Interface Cards
* Network Operating Systems
* PBX
* RFID
* Scalability
* TCP - IP
* Telecom Hardware
* Telecom Regulation
* Telecom Services
* Telephony Architecture
* Unified Communications
* VPNs
* VoIP - IP Telephony
* Voice Mail
* WAP
* Wi-Fi (802.11)
* WiMAX (802.16)
* Wide Area Networks (WAN)
* Wireless Internet
* Wireless LAN
* Security
* Anti-Hacking
* Anti-Virus
* Authentication - Encryption
* Digital Signatures
* E-Commerce Security
* Firewalls
* Intrusion Detection Systems
* Network Security
* PKI
* Security Administration
* Security Applications
* Security Management
* Spam - E-mail Fraud - Phishing
* Spyware
* Web Security
* Wireless Security
* Servers and Server OS
* Blades
* Fault-Tolerant Servers
* Hardware and Software
* Mainframes
* OS Linux Server OS
* Server
* Sun Solaris
* UNIX
* Virtualization
* Windows NT - 2000 - 2003
* X86-standard Servers
* Software and Web Development
* .Net Framework
* ASPs
* Application Development
* Application Servers
* Collaboration
* Component-Based
* Content Management
* E-Commerce - E-Business
* Enterprise Applications
* HTML
* IM
* IP Technologies
* Integration
* Internet
* Intranet
* J2EE
* Java
* Middleware
* Open Source
* Programming Languages
* Quality Assurance
* SAAS
* Service-Oriented Architecture (SOA)
* Software Engineering
* Software and Development
* Web Design
* Web Design and Development
* Web Development and Technology
* XML
* Storage
* Backup Software
* Business Continuity Planning
* Cloud Storage
* NAS
* RAID
* SANs
* SQL Server
* Storage Architecture
* Storage Consolidation
* Storage Management
* Storage Virtualization
* Tape Drives - Libraries
* Life Sciences
* Biotech
* Clinical Laboratory
* Drug Discovery
* Life Sciences Manufacturing
* Pharmaceuticals
* Sales
* Lifestyle
* DIY
* Entertainment
* Entrepreneurial Spirit
* Family and Parenting
* Fiction
* Food and Drink
* Green Living
* Health and Fitness
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* Executive Management
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* Chemicals
* Coating and Adhesives
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REGISTER FOR YOUR FREE WEBINAR NOW:
"AI IS HERE, BUT HIRING, EMPOWERING, AND KEEPING GREAT AGENTS IS THE ONLY WAY TO
GREAT CX"
REGISTER NOW
Wednesday, November 15, 2023 at 2PM ET
In a time of turbulent change across all aspects of contact center - people,
process and technology - contact center leaders are increasingly recognized for,
and expected to deliver, strategic value.
Effective planning, clear communication, and efficient delivery of how your
teams provide value will determine the success of your efforts. Getting there
requires hard thinking, adaptability, and understanding of how to achieve rapid
returns on a bewildering choice of technology investments.
But most importantly, it requires finding, hiring, and developing great agents
who want to stay with your organization for the long run and are passionate
about delivering value to your customers.
A confident, capable, and adaptable contact center team is your brand’s biggest
asset. The investments you make now in their daily work experience will
determine their (and your organization’s) success in delivering value to your
customers and across your organization now and well into the future.
On November 15 at 2 PM ET, join ICMI Director of Content and Training Megan
Selva in conversation with 8x8’s Director of Contact Center Product Marketing,
Jessica Smith, and a panel of expert industry practitioners for critical insight
and actionable advice on:
* What you can do right now to improve critical metrics, including agent
engagement, empowerment, and retention.
* How to prepare your team to thrive in the increasingly remote or hybrid
workplace.
* Why and how you must evolve your processes and tech stack to support their
day-to-day work and ongoing development.
* How to reach agreement on - and then improve on - how you define performance
and success.
* Where early investments in AI-powered tools and emerging tech will most
impact the quality and retention of your teams and their ability to achieve
success and drive continually improving customer experiences, and revenue.
Speakers:
Megan Selva
Director of Content and Training
HDI and ICMI
Megan Selva is the director of content and training for HDI and ICMI. In this
role, she’s responsible for managing the overall content and training strategy
and ensuring that HDI and ICMI's content, curriculum, and delivery methods meet
the needs of the technical support, service management, contact center, and
customer service communities. Megan has been with HDI since 2006 and ICMI since
2015. Prior to taking on her current role, Megan was HDI's senior editor; before
that, she was HDI's training courseware editor and a member services
representative in the Customer Care Center. Passionate about communication and
education, Megan received her MPS in publishing from The George Washington
University and her MA in history from the University of Guelph in Ontario.
Jessica Smith
Head of CCaaS Product Marketing
8X8
Jessica found a passion for customer experience when first introduced to the
contact center market back in 2012. Throughout her time in this space, Jessica
has worked in Product Marketing, Competitive Intelligence, and Sales and Channel
Enablement giving a well rounded depth of knowledge applied to her communication
practices. Now as the Director of CCaaS Product Marketing at 8x8, Jessica
champions thought leadership, experiential learning, and the promotion of new
ideas to keep us all immersed in the changing landscape of CX & EX. When work
isn’t the focus, Jessica is a lover of yoga, travel, and just about anything
that puts her outdoors.
Simon Black
Chief Executive Officer
Awaken Intelligence
Simon is an experienced senior executive in the software industry, with 24+
years of experience across global software companies and pre-IPO scale-up
companies. He has a proven track record of delivering high-growth GTM strategies
that deliver rapid sales growth underpinned by ensuring a strong team culture to
achieve success. During Simon’s career, he has held senior positions with TIBCO,
Autonomy & IBM implementing and delivering a strong GTM Plan. Simon also has
extensive experience with scale-ups such as Matsoft and Bizagi where he was
headhunted to run their indirect business.
John Davies
Director, Contact Center Systems
360insights
John Davies is an experienced and respected leader bringing 26+ years of
customer care, technical support, and service delivery experience.
John joined 360insights in 2013 and was tasked with forming and growing the
Client Happiness team (now called Customer Care). In 2014, he became the
Director of Client Happiness, and implemented new cloud-based telephony and
email systems. John’s systems acumen led to his transition into the Director,
Contact Centre Systems in 2017. In this role, John is responsible for the
development and maintenance of systems supporting Customer Care – including
phone systems, email systems, workforce system and customer communication
interfaces.
Before joining 360insights, John spent 14+ years creating high performance
growth environments for teams of up to 350 people spanning clients such as
Rogers Communications, Road Runner / Time Warner, Canadian Cancer Society, and
OnStar.
John brings a passion to introducing systems that drive employee engagement and
growth, deliver high performance, and delivery an amazing customer experience!
Offered Free by: 8X8
See All Resources from: 8X8
REGISTER NOW
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