ISSUE 5
June 2021 Brought to you by
MA R C H 16 & 17 | 2 0 22 LA S VE G A S CO NVE NTI ON C E N TE R
Issue 5 - June 2021
Welcome to the June 2021 Edition of Digital T! This e-magazine is packed with vital tips, news, and the latest developments for customer experience, IT, and call center professionals. We aim for Digital T to serve as a newsletter to help inform industry leaders the happenings and up-and-coming trends that have been transforming customer contact, customer service, and digital solutions across multiple industries and markets. Digital T is the official-magazine of The Call & Contact Center Expo, taking place March 16th & 17th, 2022 at the Las Vegas Convention Center. Check out this month’s articles and stay ahead of the digital curve!
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Issue 5 - June 2021
Monthly Tech Update
Benefits of Live Chat for Customer Service Teams When asked about their preferences for support channels, customers say that they prefer live chat over social media, email, and even phone support. Why? Live chat support is fast, efficient, and convenient. But the benefits of live chat stretch far beyond just giving your customers a faster and more convenient way to get in touch with your customer service team. In addition to improving the support experience, live chat can boost agent productivity, help you get to know your customers better, and inform your product decisions. The top reason why customers prefer live chat is that it lets them get their questions answered immediately. With live chat, you give customers a way to reach you in the exact moment that they have questions or problems they can’t solve. This feels much better than sending an email to a support team; with email, it’s hard to know when you’ll get a response back. See Full Article
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Issue 5 - June 2021
Exhibitor Spotlight
Call shaper is the #1 cloud-based software solution for sales focused call centers. For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale. CallShaper’s platform offers 99.999% reliability and has earned a 5-star rating on Capterra. With CallShaper, call center directors who are managing multiple vendors from multiple locations have everything they need on one platform that allows for custom, do-it-yourself scripting and integration with third party systems. Bob Wienholt (CEO and Cofounder) works closely with our clients for telephone and technology implementation to support your business needs and our business goals. Bob has extensive background and experience with IT systems, including custom management software and VoIP-based systems. See Full Article
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Issue 5 - June 2021
Exhibitor Spotlight
Payday is personal. People count on their paychecks to support their families, fund their dreams and live their best lives. And yet, most people have no control over when they get paid for the work they do. Everee empowers people to get paid when they need it with Pay Your Way. They also make every HR and payroll process as frictionless as possible. Everee is also the only platform that lets you pay contractors and employees every day with 10x less work than traditional payroll. Managers verify hours to improve accuracy, so you’ll never again waste time reconciling hours. If something looks wrong, they flag it, so you can fix it before it becomes a problem. With integrated time tracking and scheduling, you’ll have all the info you need to manage and pay workers in one place. You pay them later after you invoice accounts or at the end of your usual pay cycle. See Full Article
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Issue 5 - June 2021
Solution of the Month
PCIPal: Globally Accessible Cloud Solutions PCI Pal is committed to providing organizations with globally accessible cloud solutions to ensure their conversations are PCI compliant and personal data is protected. We’ve proven and stand by the belief that a strong partner ecosystem is the way to best deliver solutions of excellence to those organizations. Their globally accessible cloud platform empowers organizations to take payments securely without bringing their environments into scope of PCI DSS and other relevant data security rules and regulations. With the entire product portfolio served from PCI Pal’s cloud environment, integrations with existing telephony, payment, and desktop environments is simple and light-touch, ensuring no degradation of service while achieving security and compliance. By producing such a seamless solution, we have positioned ourselves and proven to be incredibly partner friendly. Our partners are able to offer through us a cloudbased payment compliance solution for the contact center that not only de-scopes the contact center, but also enhances the customer experience. See Full Article
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Issue 5 - June 2021
Meet The Innovators Check out these highlights for the heroes of Digital T - June edition! These revolutionary people and organizations are at the forefront of providing tech and digital solutions for the customer experience industry and beyond!
Brian Solis Global Innovation Evangelist - Salesforce Brian Solis is a world-renowned digital anthropologist and futurist who serves as Global Innovation Evangelist at Salesforce. Brian is also an 8x best-selling author and international keynote speaker. Forbes has called him “one of the more creative and brilliant business minds of our time,” ZDNet said that Brian is “one of the 21st century business world’s leading thinkers”and Read/Write just named him a “Top Futurist Speaker.” You can catch Brian’s keynote session “Reimagining the Customer’s Experience: The Future of CX is Owned by the Customer and Needs a New, PostPandemic Operating System” at the Call & Contact Center Expo next March!
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Issue 5 - June 2021
Meet The Innovators a
Analisa Dominic Head of Marketing, Verizon Customer Unit - Ericsson Analisa Dominic is Head of Marketing, Customer Unit Verizon for Ericsson North America. Analisa has more than 25 years’ experience in the telecommunications industry, where she has held positions in sales, marketing, product development and management. Analisa is currently responsible for the go-to-market strategic direction of Ericsson’s Customer Unit Verizon. In this capacity, she is responsible for all marketing activity including messaging, marketing communications, digital marketing, product marketing, competitive differentiation and field strategies. Analisa will be discussing “The Power of Partnerships” at The Call & Contact Center Expo in Las Vegas!
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Issue 5 - June 2021
Meet The Innovators
Rich Bulger Director of Reverse Logistics - Cisco Rich joined Cisco in January of 2019, after a 17-year career with Verizon Wireless. He leads a global team focused on leveraging Reverse Logistics to achieve Cisco’s Circular Economy goals. Rich continues to transform Cisco’s Reverse Logistics operations & evolve the way they collaborate with internal and external partners. He uses a data-driven approach, combined with advanced technology tools, in order to optimize the returns process, enhance physical & data security, and accelerate the economic benefit. His team has increased their contribution to revenue, improved their impact on Cost of Goods Sold and elevated the overall customer experience.
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Issue 5 - June 2021
Partner Shoutout
Our Partners to The Call & Contact Center Expo, the organizations leading the way for stronger communities in customer engagement and satisfaction.
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Looking to be included in an upcoming edition of Digital T? Contact Eddy Lawrance at eddy.Lawrance@prysmgroup.co.uk for more information. Sponsorship Opportunities Are Now Available!