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Tech Tank Roundtable - Enhancing Customer Engagement – Trends for 2019 and Beyond


Presented By: CrmXchange

Live Date: December 4, 2018. PLEASE SIGN IN FOR THE RECORDING.

Presented by: NICE inContact and VHT

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About the Webcast

It's that time of year - you are likely taking stock of what you accomplished in the past year, and starting to plan for the next.  

In the contact center, you may be thinking:  

  • Is the channel mix appropriate?
  • Are we making the best use of our agents' time?
  • Are we measuring against the correct KPIs?  

NICE inContact will show how customers prefer to engage, and ties that to what AI can bring to your customer experience, outlining key moves to make in 2019.

A 2018 study shows, 52% of contact center professionals believe that self-service is the best channel for transactional interactions and that voice remains the best for complex issues. VHT will discuss how to provide an elegant transition from any digital interaction to voice at key moments, ensuring an effortless and successful experience. 

Don't miss out on the newest trends for the new year. 


About the Presenters

Mike Harwell, Senior Director, Omnichannel Product Management, NICE inContact

Mike leads the Product Management team responsible for Strategy and Execution for the NICE inContact Omnichannel portfolio. He has over 20 years of Product Management and Contact Center experience. Prior to joining NICE inContact, Mike was with Avaya where he managed Agent, Supervisor, Administration and Routing products. Mike received his undergraduate degree in Business Management and Finance from North Carolina State University and his MBA in Management of Technology from New Jersey Institute of Technology.

Tony Iero, Sales Director, VHT

Tony Iero is a highly regarded contact center strategist and technologist with over 12 years of experience in customer experience management.  Tony has assisted numerous organizations with the implementation of advanced customer-centric multi-channel communications solutions.  He is responsible for managing strategic accounts at VHT and believes in the important role contact centers play in customer acquisition, retention and Net Promoter Score (NPS).