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The customer service industry today is obsessed with chatbots. The truth is that they will peel off the easy stuff, leaving your contact center agents to handle only the remaining complex interactions. While agents can be a source of “magic moments,” are they up to the task of only dealing with complex interactions? Learn how the future of embedding artificial intelligence (AI) in contact center applications will help manage this looming agent skills crisis. In the future, AI will boost the capabilities of roles like quality assurance, workforce management, and business analysts, plus it will provide AI-based assistance to agents themselves.
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Changing Customer Journeys Require A Significant Shift In Contact Center Roles And Technologies
This webinar shows attendees how to optimize Forrester’s research and resources when evaluating and selecting a value stream management (VSM) platform.Key takeaways:Explore a list of the key players in the VSM market.Learn how to maximize Forrester’s research and resources, particularly the recent VSM Wave, to identify the right VSM platform for your organization.Vendors: Atlassian, Broadcom, CloudBees, ConnectALL, Digital.ai, GitLab, Harness, HCLSoftware/IBM, Jellyfish, Micro Focus, Planview, Plutora, ServiceNow, ZenhubTarget audience level: all levels
In 2022, Web3 frequently dominated the headlines for all the wrong reasons. Leaving aside the travails of centrally controlled entities, hardly a day went by without some form of exploit that resulted in (sometimes considerable) funds being exfiltrated from protocols and services running on public blockchains. Fundamental Web3 design and governance issues also had unwanted side effects. This matters, even if Web3 or decentralized finance (DeFi) as such aren't on your agenda for 2023: Any enterprise engaged in, or planning, NFT-related activities may end up suffering the consequences of basic security deficiencies.Key takeaways:Hear about the most serious security breaches of 2022 and what caused them.Learn what you can do to prevent such incidents, or at least mitigate the consequences.Understand why Web3 won’t succeed unless there's a step change in how process designers and developers approach security. Target audience level: beginner and intermediate
So, your enterprise wants to become data-driven. You can implement the best data platforms, hire great people, and use the most sophisticated analysis techniques, but it’s all for naught if faulty analysis and human cognitive biases get in the way. The result? Poor business insights and data-driven decisions. Join this webinar to learn about seven data analysis failures to avoid. How many of these seven do you and/or your organization succumb to?Key takeaways: How human cognitive biases can lead to poor data analysis Seven data analysis failures to avoid (or exploit) Target level audience: beginner and intermediate
Homegrown intranets are passé. Technology decision-makers are now working side-by-side with their internal communication peers to assess software-as-a-service (SaaS) apps to deliver personalized and relevant content to specific employee roles and personas. This session highlights the top trends and key findings from The Forrester Wave™: Intranet Platforms, Q1 2022. Get ready to support anywhere-work with a fresh perspective on orchestrated content and communication delivery. Key takeaways: Understand how the intranet market has reinvented itself and contributes to the anywhere-work digital workplace. Learn how today’s platform extends and augments your essential enterprise apps and productivity tools. Make the case to buy, not build, your next intranet platform. Target audience: intermediate Vendors mentioned: Akumina, Beezy, Coyo, Igloo Software, Interact, MicroApps, Microsoft, Powell Software, Simpplr, and Unily.
