The Future of the Call Center: A Live Conversation with Industry Experts

The Future of the Call Center: A Live Conversation with Industry Experts

Striving for call center greatness seems simple enough – keep a constant outlook on the industry trends and changes that lead to better performance. Unfortunately, it’s harder than it sounds. Managers and executives are inundated with recommendations, but lack clear direction on which processes and technologies to change first.

The call center industry experiences continuous change in terms of business requirements, new technologies and increased customer expectations. The objective is to maximize customer satisfaction and increase revenue, while minimizing cost.

What are the top drivers of contact center satisfaction?

Organizations that focus on customer satisfaction will experience higher loyalty and a greater likelihood that consumers will recommend their brand. What do you need to know and how can you achieve these outcomes?


Gain the insights you need and discover which steps can lead to better contact center performance. Join this enlightening panel discussion on February 27th at 2:00 PM ET and watch the LIVE conversation unfold!  You’ll have the opportunity to tap into the minds of experts as we discuss the future of the call center for 2014.

Tweet your comments and questions to @Fonolo with hashtag #CCTR, or comment on our live conversation streaming from YouTube.

On-Demand Google Hangout: The Future of the Call Center

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We answer these questions and more:

  • Customer engagement vs. customer experience… meaningful distinction?
  • Is there no stopping the cloud?
  • Has social media jumped the shark?
  • Is WebRTC going to make a real impact on call centers?
  • Plus so much more!

Who should watch:

  • VP’s & Directors of Customer Service
  • VP’s & Directors of Contact Centers
  • VP’s & Directors of Web/Social Media

The Panelists:

Blair Pleasant

Blair Pleasant


Pricipal Analyst, Commfusion

Twitter: @blairplez


Dan Miller

Dan Miller

Opus Research

Senior Analyst & Founder, Opus Research

Twitter: @dnm54


Keith Dawson


Keith Dawson

Principal Analyst, Customer Interaction, Ovum

Twitter: @keithdawson



Jon ArnoldJ Arnold & Associates

Independent Industry Analyst, J Arnold & Associates

Twitter: @arnoldjon


Shai Berger Fonolo

Shai Berger

President, Fonolo

Twitter: @shaiberger