eXcellerate Cloud Contact Center Webinar Recap – April 2022
Marketing Events Director | NWN Carousel
Every analyst, customer, and partner we’ve ever spoken with has echoed the same. Cloud contact centers have undergone substantial change as they strive to meet new demands from both customers and agents.
This month’s eXcellerate webinar focused on “How to Fast Track Customer Engagement in the Cloud Contact Center.” Attendees learned that to effectively shift from on premise to cloud, you must choose a partner, and platform, that can deliver product features, capabilities, professional services, and support with precision.
Andrew Gilman, NWN Carousel’s CMO, chats with Kevin Basden, VP of Contact Center along with special guest, and NWN Carousel customer, Joe Friedrichsen, Managing Director, BCBSRI. Joe walks us through BCBSRI’s transition from a disparate legacy on-prem system to a secure contact center solution that included intelligent, automated self-service features with a single source for reporting; reducing agent training and improving regulatory compliance.
Cloud Contact Center Webinar Highlights
10:00: Why BCBSRI moved from on prem to the cloud
10:55: How to achieve agent happiness
14:18: Key points on transitioning to the cloud
14:48: Positive business outcomes
20:00: Results after one week of implementation!
33:18: Improving CX with intelligent technologies
42:42: Improving agent productivity
Fast-Track Customer Engagement with Cloud Contact Center
SVP Professional Services, NWN Carousel
It’s no surprise that the majority of employees now divide their work time between remote locations and the traditional office setting. What is a bit alarming is that Gartner forecasts as much as 39% of global knowledge workers will be hybrid by the end of 2023. While this model offers flexibility and increased productivity, it also presents unique challenges for managers and team members. Hassan Osman, SVP of Professional Services, NWN Carousel provides practical tips on how to implement real-world communication tools, and techniques, to maintain a happy distributed workforce.
NWN Carousel sponsored a group of female leaders to attend the Women of the Channel Leadership symposium in Palm Springs, California. The event, organized by a panel of women professionals, centered around the importance of supportive leadership and cultivating healthy work environments. Read on for key takeaways on inspiring speakers and topics covered during breakout sessions.
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