My third panel next week is about the multichannel experience, and how this is impacting contact centers. We all use the tools - chat, text, social media, mobile, etc. - and expectations are rising from customers in terms of how they want to interact with agents. I've been writing about this pretty regularly on the Exony website, but let's stick to the topic!
Joining me will be fellow Torontonian Shai Berger from Fonolo, Kimberly Drobny of Fonality, and Christy Murfitt from Nuance. All of these speakers are living the multichannel experience, and if you're wondering why voice is no longer the only way customers engage with agents, you'll want to be with us.
Our session is on Thursday at 11am - we're on the Call Center Track - and you can read the full details here.