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


Presented By: CRMXchange

December 4, 1:00pm Eastern

Presented by: NICE inContact and VHT


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 presents its take on 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

Walter Lash, Director of Business Consultation, and Manager of Business Intelligence and Analytics, VHT

A highly regarded contact center strategist and analyst with over 15 years of contact center experience. Mr. Lash has focused on optimizing service metrics and generating revenue, while crafting a premium customer experience. Prior to VHT, Walter spent 6 years as Operations Manager for a large US bank.  His team is responsible for the development and validation of the VHT implementation ROI.

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

Mike has over 20 years of Product Management and Contact Center experience. Prior to joining inContact, Mike was with Avaya. Mike has led product initiatives and has defined the vision and strategy for advanced routing and digital customer engagement. He 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.