AOVS
Customer Experience and the Post-Covid Contact Center
5.20.2021 | 1:00 PM - 2:00 PM ET
Overview
There has been a tremendous buzz in the emergence of emphasis on the customer experience. Nowhere was that more prevalent than in the Contact Center arena, especially as a result of the pandemic. Let’s talk about the new importance of an organization’s Contact Center in the new world we live in.
Our experts will discuss:
- What is happening out there in the Contact Center space, and what has changed in today’s environment?
- Remote work puts Cloud Contact Center solutions center stage. Is cloud my only option or can I use an add-on solution?
- How do you sustain consistent customer service while maintaining security?
Presenters:
- Charlie Beckman (moderator) VP, Engineering, Carousel
- Lee Kayne, VP, Contact Center, Carousel
Who should attend:
- CIO/CTO
- Vice President of IT
- Director of IT
Presenters
Charlie Beckman
VP Engineering, NWN Carousel
Lee Kayne
VP, Contact Center
Lee Kayne
VP, Contact Center
Lee is responsible for building, leading and growing Carousels Contact Center Practice, and helping Carousels customers and prospects evaluate, select and deploy solutions that will improve their business and their customers experience. He has more than 25 years of sales and operational experience with his most recent focus on cloud solutions. Prior to Carousel, Lee held leadership positions for Genesys running their Cloud Specialist team, and Aspect Software where he ran North American Sales and helped stabilize the company coming out of bankruptcy. He also has worked for IBM, ROLM, Echopass, Infor and Convergys in Executive roles. Lee has an BS degree as well as an MBA from the University of Florida.