Tech. Talk. Drink. The Rapidly Changing Face of the Contact Center

September 8, 2022, 5:00pm EDT

A private, virtual community of contact center executives sharing real cocktails and practical experiences in a digital-first world.

Contact centers are in the midst of a fundamental shift that represents an opportunity and challenge for the executives that lead them. The rise of the digital worker and multi-channel/channel-less engagement is radically changing the nature of contact center operations and optimization. In this inaugural session, we will explore this changing dynamic, its implications for contact center executives, and how you and your peers are responding.

Hosted by industry analyst, author, and speaker Charles Araujo, Tech. Talk. Drink. is an interactive, safe, and private dialogue among industry executives — helped along with a special cocktail each month! As a member of this private community of contact center executives (including leaders of customer-facing, internal, and IT contact centers), you’ll have an opportunity to come together to share a cocktail, swap stories, network, and learn from each other — all without leaving your home or office.

Our inaugural session will lay the groundwork for our future conversations — so you don’t want to miss it! Register by August 31st to ensure you get your cocktail kit in time!

Presenter

Charles Araujo

Host Charlie Araujo is a technology analyst and internationally recognized authority on the Digital Enterprise, the Digital Experience, and the Future of Work. Researching Digital Transformation for more than 10 years, he is now focused on helping leaders transform their organizations around the digital experience and to reimagine the future of work. Publisher and principal analyst of The Digital Experience Report, founder of The Institute for Digital Transformation, co-founder of The MAPS Institute, and author of three books, he is a sought-after keynote speaker and advisor to technology companies and enterprise leaders.

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The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

In this white paper, we examine the benefits of an Intelligent Contact Center, where companies utilize Conversational AI-powered virtual agents to provide first-line resolution and support for customers, and augment human employees through AI and automation.

Download our paper to learn the benefits of this approach and why current IVR systems simply will not cut it in today’s hyper-paced digital landscape.

Learn More