Join AT&T Business VP Voice and Collaboration, Rich Shaw and Five9 President Dan Burkland as they discuss the new AT&T Cloud Contact Center. Tune in to this virtual fireside chat and learn:
○ How AT&T Cloud Contact Center, powered by the Five9 platform, has been critical for many organizations during the COVID-19 pandemic
â—‹ How AT&T Cloud Contact Center has been helping customers shift to a work-from-home model and helping manage huge spikes in call volumes by utilizing omnichannel and self serviceÂ
â—‹ What gives the AT&T Cloud Contact Center the unique advantage when looking for a cloud based contact center solution
The future of work will require businesses to improve their agility, flexibility, and adaptiveness in the face of continuously emerging challenges. Technology sits at the center of this future of work, but it can be a dangerous tool when wielded incorrectly. In this talk, Forrester VP J. P. Gownder will talk about the key trends intersecting in 2020 and beyond and what priorities will help your organization build the right kind of future of work strategy. These include:
â—‹Â Why employee experience is a key driver of customer experience
○ How technology can augment employee capabilities
â—‹ Why empathy is crucial to all dimensions of future of work success
â—‹ What priorities you should balance for the rest of 2020 and beyond, from business continuity planning to fundamental technology investments to employee experience elevation
2020 has been unforgiving. We are collectively experiencing a global pandemic, economic turbulence and social unrest, all calling into question what we value as humans and what we consider to be our most pressing priorities. These crises have fractured an essential bond between humans: trust. And, the trust gap is even greater between humans and organizations. There is a silver lining, however - with careful attention to emerging customer and workforce preferences with a focus on human values, organizations have an opportunity to become more human themselves and ultimately thrive in the face of these crises.
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Deloitte Digital’s Human Experience in Times of Uncertainty research explored the many changing faces of the human experience through compounded crises. By investigating significant behavioral and emotional shifts through several research methods over four months with over 28,000 participants, we have identified the emergence of a new order of priorities for organizations to act on: trust, safety, and connection.
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During this session, Amelia Dunlop and Ashley Reichheld will discuss the research, its key finding and how Deloitte Digital has translated these three priorities into guiding implications for organizations as they respond, recover, and ultimately thrive in the coming months—and prepare for the lingering uncertainty of the future.
Gain insights from industry leaders and executives around the power of the cloud and new advances in agent assistance.
Connect with contact center leaders and learn from your peers on how to optimize Five9 solutions.Â
Network with Five9 ecosystem partners who can help you customize and enhance your contact center environments.
Hear about the latest trends from industry visionaries and unlock the potential that customer service can bring to your brand.Â
The brands that have distinguished themselves by delivering top-notch customer experience understand that delivering a coveted CX requires a companywide focus on employees, technology, and leadership — to effectively execute a well-thought-out strategy. Nemertes Research conducted a study of 517 companies to understand what successful businesses do differently than those that aren’t yet delivering solid CX.
1:45 PM
THE BIG DEBATE: The workforce of tomorrow – A complete remote workforce or a hybrid remote and office-based organization
How do you motivate, and encourage these workforces to be productive and empathetic? Your Contact Center is the most important connection with your customers, and it will be impacting your brand more than ever before. Which is the best workforce model for your brand?Join our panel as we debate the pros and cons for both options.
When COVID struck in March, Corvel was faced with an 80% increase in call volume. Join Cindy Gambosh, Director of Workflow Automation at Corvel, and Heather Turbeville, Sr Marketing Manager for Authority Software as they talk through how Corvel used Five9 and Authority to increase productivity by 50% to offset the influx of calls. In this lively, frank conversation, you’ll see examples of how these solutions can be used to deliver an even greater customer experience – even when a crisis hits.
2:30 PM
Streamline customer engagement across the enterprise while decreasing agent effort with Five9 Workflow Automation
Letting agents know where performance stands against their goals can be a powerful motivator and fosters a culture of accountability. KPIs need to reflect your company’s strategic goals and be meaningful to agents. This session will show how Performance Dashboard guides agent performance and aligns their actions with those of the business.
Although COVID-19 has changed life for everyone, it has also served as a catalyst for the rise of the remote worker. Join this session to get the inside story on how businesses can maintain productivity and efficiency through seamless collaboration. Connect your employees and customers, whether in the office or remote, with a Zoom Phone: single platform for video, voice, chat, and collaboration, that integrates seamlessly with the Five9 Intelligent Cloud Contact Center solution.
2:30 PM
Deliver a remarkably fast return on investment by deflecting routine and repetitive conversations currently handled by live agents with an intelligent virtual assistant