When talking about contact center transformation, it is easy to focus on the obvious, surface-level shifts. Customers want to engage in new channels, so we need to adopt omnichannel technology. Agents are increasingly working remotely, so we have to ensure they can connect from home.

True success, however, requires going deeper. It requires looking at how customer behavior, sentiment, and demands are changing as a result of the new normal. It requires looking at what agents need to perform in a world of new customer expectations and automation technology. It requires recalibrating metrics to assess customer and agent centricity, rather than to measure how many calls are being answered.

Our panel of experts will discuss this changing landscape - and provide real, case study-driven recommendations for tailoring contact center performance to evolving CX and EX standards.