3 Trends Transforming Call Centers (and what to do about them)

Explore top trends transforming call centers, so that you can engage and empower agents in customer experience delivery.

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What you’ll learn:

Operationalizing your call center for scale

Learn about AI, automation, and everything your agents need to deliver the best customer experience.

BPO's, are they the future?

Discuss strategic tactics to set your organization up for efficiency and effectiveness.

Empower a high performing workplace

Explore best practices in agent training and how to increase employee engagement.

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About this Webinar

Let’s be honest, call center strategies are constantly changing. As customers expect more, the landscape shifts—and so does the pressure to deliver a remarkable customer service experience. But guess what? We’re here to unpack these trends and discuss what to do about them. Our customer support and call center experts will share the tactical strategies, tools, and technologies that are empowering call center agents to deliver world-class, omni-channel customer engagements.

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Katie Townsend

Katie Townsend
| Director of Enterprise Account Management at Lessonly

Katie Townsend is the Director of Enterprise Account Management at Lessonly. During her time leading Lessonly's enterprise sales and account management functions, she has helped some of the world's largest companies, and millions of learners, built amazing enablement programs and do Better Work.

Jessica Wu

Jessica Wu
| Manager, Customer Experience Program Manager at Earnin

Jessica’s journey of over 7 years in support began with learning the ropes as a support agent to leading projects and programs for support organizations. She thrives in autonomous and collaborative environments and sees opportunities in chaos to build best practices, streamline processes, and make an impact.

Jashana Copeman

Jashana Copeman
| CX Senior Training Manager at Freshly

Jashana has over 15 years of experience in customer service and is currently the Senior Training Manager for the Customer Experience department at Freshly, a subscription-based ecommerce meal delivery company. Jashana kept finding herself in customer-facing service jobs in her younger years, and quickly realized she finds fulfillment from helping to solve customer problems. She works to instill this in all of the new hires that go through the Freshly training program, to ensure that Freshly has a world class customer experience for many years to come.

Josh Streets

Josh Streets
| CEO and Founder of Scoreboard Group

For 20+ years Josh has helped other executive leaders create and bring visions to life. Whether it’s implementing a new idea or fixing a broken one, he has been engaged as a trusted partner to deliver improved results & get sh*t done. Josh and his team help leaders win with a variety of engagements suited to medium/large businesses, especially contact centers. People, process and technology related solutions.