My first panel is at 9am on Wednesday, titled Contact Center Customer Experience: More than “Can You Hear Me Now?”. The basic idea is to explore how to make the experience better for customers beyond providing decent call quality. This presents some challenges to IT, since their domain is usually internal when it comes to communications. When customer satisfaction is on the line, it doesn't pay to be underwhelming, and we'll talk about approaches IT can take to get the opposite result.
Joining me will be Rick McFarland of Voice4Net, Theresa Szczurek of Radish Systems and Steve Shalita of Netscout Systems. We're part of the Customer Interaction Track, and you can read up on the speakers and our topics on the Program page of the show website - just scroll down to the Wednesday sessions.