On-Demand Webinar

The hybrid journey of the future: Winning strategies to outpace customer expectations

Find out how contact center leaders can establish a long-term, strategic vision for the delivery of differentiated experiences in a cloud-first operating environment.

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A journey of a thousand miles begins with a single step. Now that we have sent agents home–whether permanently, or as part of a hybrid operating model–contact center leaders must strategically adapt to a new and continually changing set of customer and employee expectations.

The war for talent is on. It’s time for contact center leaders to establish a long-term, strategic vision for the delivery of differentiated experiences in a cloud-first operating environment. This 30-minute webinar will help you understand how to do just that.

Webinar Topics

Hear from leading enterprise communications analyst/protagonist Dave Michels and Janice Rapp, contact center industry thought leader and 8x8 VP of CCaaS Product Marketing, as we explore:

Agent recruitment

Why the right contact center and communications toolset is critical to attracting and retaining the right talent, wherever they are

Agent empowerment

How a single, integrated collaboration platform leads to more independent, self-sufficient employees

Agent performance

Why a composable, configurable, and controllable approach to the agent desktop is key to remote/hybrid performance

Agent retention

Why customer journey context improves more than customer satisfaction

Webinar Topics

Hear from leading enterprise communications analyst/protagonist Dave Michels and Janice Rapp, contact center industry thought leader and 8x8 VP of CCaaS Product Marketing, as we explore:

Agent recruitment

Why the right contact center and communications toolset is critical to attracting and retaining the right talent, wherever they are

Agent empowerment

How a single, integrated collaboration platform leads to more independent, self-sufficient employees

Agent performance

Why a composable, configurable, and controllable approach to the agent desktop is key to remote/hybrid performance

Agent retention

Why customer journey context improves more than customer satisfaction

Webinar Topics

Hear from leading enterprise communications analyst/protagonist Dave Michels and Janice Rapp, contact center industry thought leader and 8x8 VP of CCaaS Product Marketing, as we explore:

Agent recruitment

Why the right contact center and communications toolset is critical to attracting and retaining the right talent, wherever they are

Agent empowerment

How a single, integrated collaboration platform leads to more independent, self-sufficient employees

Agent performance

Why a composable, configurable, and controllable approach to the agent desktop is key to remote/hybrid performance

Agent retention

Why customer journey context improves more than customer satisfaction

Webinar Topics

Hear from leading enterprise communications analyst/protagonist Dave Michels and Janice Rapp, contact center industry thought leader and 8x8 VP of CCaaS Product Marketing, as we explore:

Agent recruitment

Why the right contact center and communications toolset is critical to attracting and retaining the right talent, wherever they are

Agent empowerment

How a single, integrated collaboration platform leads to more independent, self-sufficient employees

Agent performance

Why a composable, configurable, and controllable approach to the agent desktop is key to remote/hybrid performance

Agent retention

Why customer journey context improves more than customer satisfaction

Dave Michels, Principal Analyst and Founder, TalkingPointz

As Principal Analyst and Founder of TalkingPointz, Dave has extensive experience with all levels of the enterprise communications industry. Dave works with global providers, public and private investors and other industry participants (channels and consultants) to provide insights and guidance about the industry and how industry offerings transform enterprise workflow and collaboration.

Janice Rapp, VP, CCaaS Product Marketing, 8x8

As VP of CCaaS Product Marketing at 8x8, Janice represents the interests of customer experience and contact center leaders, using insights to inform product development, develop go to market initiatives, and support buying decisions. Prior to joining 8x8, Janice led successful product marketing teams at Uptivity, NICE inContact, and Talkdesk.

Dave Michels, Principal Analyst and Founder, TalkingPointz

As Principal Analyst and Founder of TalkingPointz, Dave has extensive experience with all levels of the enterprise communications industry. Dave works with global providers, public and private investors and other industry participants (channels and consultants) to provide insights and guidance about the industry and how industry offerings transform enterprise workflow and collaboration.

Janice Rapp, VP, CCaaS Product Marketing, 8x8

As VP of CCaaS Product Marketing at 8x8, Janice represents the interests of customer experience and contact center leaders, using insights to inform product development, develop go to market initiatives, and support buying decisions. Prior to joining 8x8, Janice led successful product marketing teams at Uptivity, NICE inContact, and Talkdesk.

Dave Michels, Principal Analyst and Founder, TalkingPointz

As Principal Analyst and Founder of TalkingPointz, Dave has extensive experience with all levels of the enterprise communications industry. Dave works with global providers, public and private investors and other industry participants (channels and consultants) to provide insights and guidance about the industry and how industry offerings transform enterprise workflow and collaboration.

Janice Rapp, VP, CCaaS Product Marketing, 8x8

As VP of CCaaS Product Marketing at 8x8, Janice represents the interests of customer experience and contact center leaders, using insights to inform product development, develop go to market initiatives, and support buying decisions. Prior to joining 8x8, Janice led successful product marketing teams at Uptivity, NICE inContact, and Talkdesk.

Dave Michels, Principal Analyst and Founder, TalkingPointz

As Principal Analyst and Founder of TalkingPointz, Dave has extensive experience with all levels of the enterprise communications industry. Dave works with global providers, public and private investors and other industry participants (channels and consultants) to provide insights and guidance about the industry and how industry offerings transform enterprise workflow and collaboration.

Janice Rapp, VP, CCaaS Product Marketing, 8x8

As VP of CCaaS Product Marketing at 8x8, Janice represents the interests of customer experience and contact center leaders, using insights to inform product development, develop go to market initiatives, and support buying decisions. Prior to joining 8x8, Janice led successful product marketing teams at Uptivity, NICE inContact, and Talkdesk.

Watch this on-demand webinar.

Watch this on-demand webinar.

Watch this on-demand webinar.

Watch this on-demand webinar.