Date: May 27th
Time: 1PM MT/2PM CST/ 3 PM EST
Today’s crisis has brought contact centers into focus. Customers need answers immediately: immediate availability, after all, is what consumers have come to expect from today’s brands. For contact centers, the unprecedented surge in contact volumes – in every channel! – exposes inefficiencies in their technological architecture that were there even in the best of times.
Agility is now a must. Learn how today’s contact centers can become more agile with the addition of technology enhancements, covering for absent employees and increasing service availability.
CSG and PACE invite you to join CSG subject matter experts Amy Allen and Rick Fernandez , along with Courtney Long, VP, Customer Care; Atlantic Broadband, to understand the innovative solutions contact centers need to invest in today to improve customer experience and stay at the forefront of their markets.
This webinar is a perfect opportunity to benefit from their expertise, and make sure you join us for the live interactive Q&A session at the end of the event where our experts will be able to answer your questions.
Reasons to Attend:
- Agility preparedness
- Key KPI’s, contact center readiness, short-term problem solving for a critical business case and long-term investment going forward
- How do you handle the contact center volume increase?
- Adapting Agent response and technology abilities to support a virtual experience/support
- How do you handle install questions/troubleshooting without sending a tech into a home?
- Empower your customer through CSG solutions
Rick Fernandez, Director, Product Management at CSG
Rick is a 25-year veteran in the telecommunications and business support systems (BSS) space. Rick is responsible for the ACP Open Systems offerings for CSG, which deliver marketing catalog, customer care, and ordering solutions to over 60 million subscribers and over 120,000 agents in North America. Rick is driving the strategy and customer rollout for CSG Visual Connect, a solution that enables call agents to resolve issues through direct, web-based interactions with subscribers and field staff, reducing the need for in-person support calls.
Amy Allen, Sr. Product Manager, Product Management at CSG
Amy is an innovative and strategic leader with 10 years of Product Management experience and background related to deployment of emerging digital technologies and platforms in support of conversational AI, virtual agents, mobile/web, agent desktop, social engagement and SMS/mobile messaging. She has successfully lead implementations of AI technology projects and launched virtual agents with full transaction capability on web and messaging platforms for over 60 use cases.
Courtney Long, VP Customer Care for Atlantic Broadband
Courtney has been an integral member of the Atlantic Broadband Customer Care organization for the past 14 years. In her role, Courtney and her team work to ensure the company is delivering an outstanding customer care experience. She oversees residential and business call center operations including phone, chat and dispatch across all four operating regions. Courtney holds a BA from the University of Pittsburgh and is currently pursuing an MBA from St. Francis University. She is also a member of the Young Professionals of the Alleghenies.