Optimizing Interactions through Intelligent Engagement

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This webcast is part of our "Friday Back to Business Technology Sessions – Five Session for Digital Innovation". See the other upcoming webcasts here.

Every organization’s agent workforce has the potential to provide a great customer experience. Typically, though, companies have not done well in providing their agents or systems with the information needed to resolve questions at any time of the day. In the current competitive environment, enabling the best possible experience for both agents and customers requires a new generation of technology designed to coach agents and guide them to the best possible performance.

Mark Smith, CEO and chief research officer of Ventana Research, has 30 years of hands-on and business technology experience. In this webinar, Mark offers insights on how to establish intelligence in customer processes and prioritize deployments of the latest digital technology innovations to most effectively engage and improve the agent experience to maximize customer engagement. This webinar will address these key topics:

  • Why today’s agents are unable to engage customers intelligently.
  • Why optimizing agent performance requires coaching, learning and performance objectives.
  • Where today’s workforce optimization applications are falling short for customer interactions.
  • What digital innovation is needed to transform contact centers.

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About the Speaker

Mark_2016_Circle_Zoomed.pngMark Smith

CEO & Chief Research Officer
Ventana Research

Mark is responsible for the overall business and research direction of Ventana Research and drives the global research agenda covering both business and technology areas. He defined the blueprint and methodology for improving business by using benchmark research to provide guidance across people, processes, information and technology. Mark is an expert in enterprise software and business technology innovations including: business analytics, big data, cloud computing, business collaboration, mobile technology and social media. Mark has held CMO, research and product development roles at research and software companies. Mark started Ventana Research more than a decade ago; he has worked in the software industry for 25 years leading innovations in research and technology. Mark was rated the 2011 software industry analyst of the year by The Institute of Industry Analyst Relations (IIAR). Mark is also ranked as one of the top ten technology influencers in 2012 by Human Resources Executive magazine.