CX Webinar Recording: New Trends Affecting the Future of Enterprise Contact Centers

Watch the recording of the recent webinar “New Trends Affecting the Future of Enterprise Contact Centers”. This time Mike Aoki from Reflective Keynotes and the panelists were focusing on challenges and tough questions that leaders of the enterprise contact centers will face in the second half of 2018, next year and beyond.


Webinar agenda

Speakers discussed three main questions: 

  • What is the biggest challenge enterprise contact centers will face in the second half of this year?
  • Looking further ahead, what are the biggest technological trends for enterprise contact centers in 2019?
  • How can leaders prepare their enterprise contact centers to cope with all of these challenges?

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Panelists’ bios

Marty Tracey, CEO @LANtelligence

Martin has started his career in Telecom industry with big carriers like Bell Canada over 25 years ago. In 1998, he founded Comsel Communications, a Telephony Value-added Reseller. In 2000, became one of the first ShoreTel partners and was one of the first companies to provide only VoIP solutions. Today, he is one of the biggest advocates for digital transformation in customer experience (CX).

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Jeremy Watkin, Director of Customer Experience @FCR

Jeremy Watkin is the Director of Customer Experience at FCR, the premier provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and CX professional. He is a co-founder of the Customer Service Life blog. He has been recognized many times for his thought leadership.

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Vafa Akhavan, President & CEO @NueBridge

Vafa Akhavan is President & CEO of NueBridge, a advisory and consulting firm with global presence. Vafa served as President and CEO of The Forum Corporation, a global consulting firm based in Boston specializing in leadership, sales and customer experience development. Previously Vafa led Global Customer Operations based in New York at McGraw Hill’s Information & Media, a $1.2bil segment. Prior, he led the global consulting business of J.D. Power and Associates based in California.  His experience covers 7 sectors and 16 countries.  Vafa is a speaker and contributor to the Globe and Mail.

Follow Vafa on LinkedIn and Twitter