The pace of change seems quicker than ever and staying ahead of the technology and customer expectations curve can be tough. In this 30 minute live webinar, we'll discuss major trends transforming contact centers and how they can adapt.
We'll look at forces driving change such as:
- The role of artificial intelligence and how it relates to staffing
- Cloud adoption
- Workforce changes such as the rise of onshore remote workers
- KPIs that will disappear
We'll be joined by Chris Rall, Jeff DeVries and Fred Stacey, co-founder of Cloud Call Center Search, a division of Outsource Consultants.
Fred has been in the contact center industry for over 25 years, starting out manning the phones as an agent before moving to the operations side where he worked to recover failing call centers and start new ones. During that time he worked in leadership roles, involved in technology acquisitions and center build outs while overseeing the ongoing center operations and selecting future leadership
Fred specializes in contact center and debt collections software, selection, business operations and strategy. As General Manager of Cloud Call Center Search he assists companies in identifying the right technologies for their contact center needs, and is constantly evaluating products from artificial intelligence to workforce optimization – and everything in between.
Jeff brings 20+ years of direct & channel sales within the contact center industry. His achievements include multiple President’s Clubs, Achiever’s Club, and signing a $9 billion reseller agreement with a global sales organization. Jeff has worked with clients like Rolex USA, Chevron, Vizio, UCLA, Newegg, Alorica, Beachbody, and hundreds more. His biggest strength is the depth of his business network and the professionalism in building industry relationships.