Today’s Contact Centers are experiencing something of a transformation; moving from a back office factory like production environment to a strategic asset. Centers today have the opportunity to make major contributions to strategic objectives such as growth, efficiency, and customer experience. Essentially Contact Center leaders must be prepared to deliver on the future, to look at each and every interaction and transaction through the lens of the customer experience. Leaders must now understand, manage, and report on things like Omni-channel operations and digital readiness.

This session will discuss how to go about identifying issues that are obstacles to digital readiness and what to do about it. We will discuss an approach to identify obstacles and crafting plans to improve. In this webinar we will cover core barriers to digital access that may serve as a baseline for assessing your digital readiness.

Topics covered during this webinar include:

• Alignment to Strategy – the Changing Role of Contact Centers
• Access to Relevant, Actionable Information
• Drag of Paper Processes
• Impact of Manual Integration
• Impact of Cross-functional RelationshipsSecure Executive Support and Governance

Panelist Kathleen Peterson: Founder and Chief Vision Officer of PowerHouse Consulting, Kathleen Peterson is also an acclaimed Call Center consultant and recognized industry visionary. Kathleen offers a refreshing and sometimes challenging philosophy to positioning the Call Center as the true lifeline of the enterprise – believing that vision, brand, leadership, and execution combine to deliver a powerful Customer Experience.