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Tech Tank - Solutions for the Small to Medium Contact Center


Presented By: CRMXchange

Presented by CRMXchange; Speakers: Kyler Wilson, inContact; Evan Dobkin, Aspect; and Lori Bocklund, Strategic Contact

Recorded on March 15, 2016. Available to view by signing in.


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About the Webcast

Price-competitive solutions are now widely available to small and medium size businesses (SMBs) and an increasing number of quality solution providers are focusing on their specific needs, offering robust contact center functionality without the need for extensive IT support. Business of nearly every size can now choose from a number of alternatives to increase customer engagement and deliver customer service that is on a par with the big players.

Lori Bocklund, President, of independent consulting firm, Strategic Contact, is joined by Aspect and inContact as they show you:

  • How to unify your data into one intuitive platform allowing your Executives, Managers, Supervisors and Agents to see information they care about in one place. You will see a demonstration on how, with the right tool, your management team can: 1) Be proactive and make faster, better-informed decisions 2) Drive agent engagement through gamification 3) Gain the ability to focus on metrics that matter to your business
  • How a contemporary cloud contact center helps provide the infrastructure that will streamline the process of providing up-to-date, personalized  service to customers based on their preferences and demands. This improves reliability and flexibility, using self or live service and in person or online. 

About the Presenters

Kyler Wilson, Principal Sales Engineer, inContact

Kyler has been with inContact for 3 years with a focus on helping companies transform their contact center. With past work experience in Software Development, Professional Services, and Contact Center Management, Kyler’s expertise is leveraging integrations along with inContact’s breakthrough innovations to create stand-out customer experiences, increase agent efficiency through improved workflows, and reduce overall costs.

Evan Dobkin, Product Marketing Manager for Aspect’s Zipwire

Evan is the Product Marketing Manager for Aspect’s Zipwire cloud contact center. He focuses on improving the customer and agent experiences across all channels with specific attention to Millennial consumers.

Lori Bocklund, President, Strategic Contact

Strategic Contact is an independent consulting firm that helps companies optimize the value of their customer contact technology and operations. Lori is a widely recognized and respected expert with over 28 years of experience in contact center strategy, technology and operations. Lori has written dozens of articles for industry publications, presented at conferences around the globe, and received ICMI’s Lifetime Achievement Award for her contributions to the contact center industry.