Last week, the contact center industry gathered (virtually, of course) for one of its premier thought leadership, product showcase and community networking opportunities of each year, ICMI Contact Center Expo. Lifesize was well represented, connecting with partners, prospects and customers, spearheading discussion sessions and presenting demos of our leading CxEngage cloud contact center solutions.

Our presence culminated with Lindsey Plocek, head of marketing at technology partner Observe.AI, joining Ashish Seth, Lifesize general manager of CCaaS and newly-minted chief product officer, for a fireside chat on “How to Join Up Your CX and EX in the Hybrid Work Environment,” an apropos theme considering the increasingly hybrid nature of customer interactions and these industry events themselves.

The session revolved around the growing trend (or even requirement) for agents to be able to work and serve customers from anywhere. Lindsey shared some recent research completed by Observe.AI and Zogby Analytics that showed 54% of contact centers will remain hybrid post-pandemic, but only 7% will be fully remote, hence the priority placed on investments, tools and training for hybrid environments.

Among other sub-topics, Ashish and Lindsey discussed:

  • Implementing and operationally blending digital and voice in a true omnichannel experience
  • Video’s role in enabling employee or agent collaboration as well as more immersive customer engagement
  • Analyzing sentiment/tonality at scale and understanding its impact on authentic CX, quality management programs and real-time agent coaching
  • Refreshing accurate data collection, metrics and KPIs to measure outcomes more often than average handle time (AHT), first call resolution (FCR) and customer satisfaction (CSAT) scores

Ashish also hosted a virtual discussion group on a similar topic: “Putting Technology to Work for Your Customers and Your Employees.” We hope you were able to join us as the live conversation touched on chatbots, conversational IVR and video in the contact center. For more in-depth insights, watch the full fireside chat session on demand.