IT - Virtual Roundtable

Connecting with Your Customers (Contact Center)

13th May 2022 | 3:00pm - 4:30pm GMT | 10:00am - 11:30pm EST
How you accelerate your application delivery while improving operational reliability and security posture?

A Meet the Boss roundtable brought to you by Cisco

In this age of enhanced customer experience, more and more organizations are recognizing the importance of a proper contact center as part of the equation – and with good reason. A recent HubSpot report showed 90% of customers with customer service questions say immediate responses are “important” or “very Important.” Furthermore, a recent Cisco survey of over 2,000 consumers showed that 75% of consumers see good customer experience as a reason to be a repeat customer with a business, making it just as important a factor as price (76%). And these statistics are not mutually exclusive.

When a customer has a question or needs assistance, the last thing they want is to be put on hold. If enough time passes, some will become frustrated and simply hang up while others grow weary. Either way, call wait time will undoubtedly influence their customer experience.

As more and more organizations invest in ways to compete in this “experience economy,” the contact center and, moreover, Communications Platform as a Service (CPaaS) solutions are fast becoming imperatives. But investing is just the first step, as there are key elements needed to deliver and compete. So, what are they? And how will it help you better connect with your customers?

Join Cisco and a select panel of industry executives as we discuss the current state of your contact center, how a CPaaS solution can extend your contact center capabilities, and what it takes to make the future contact center a reality today.

Discussion Topics

How has COVID changed your contact center approach? What challenges have you faced?
What tools or platforms do you use to extend your contact center capabilities?
What are the most important considerations when selecting a CPaaS solution?
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Previous Attendees

Fernando Machado
CMO,
Activision Blizzard
Jennifer Christie
CHRO,
Twitter
Naveed Tariq
Vice President, Corporate Strategy & Group Innovation Operations,
E.ON
John Pillar
CTO,
NatWest
Line De Decker
Chief Transformation Officer,
GSK

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