Digital T - Issue 1

ISSUE 1

FEBRUARY2021 Brought to you by

S E P T EMBE R 1 & 2 | 2021 LA S VE G A S CO NVE NTI ON C E N TE R

Welcome to the February 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 September 1st & 2nd 2021 at the Las Vegas Convention Center.

Check out this month’s articles and stay ahead of the digital curve!

Issue 1 - February 2021

Monthly Tech Update

The Customer Experience Post Pandemic The COVID-19 pandemic altered all aspects of society in 2020. In 2021, business owners and consumers are frequently adapting to the changes, hoping to make the customer experience more efficient and enjoyable. Established companies were forced to make changes within their structure fairly quickly in order to keep up with securing sales in troubling times. As restrictions ease up in certain regions of the world, the customer experience has transitioned into a brand new normal.

According to customerexperienceinsight.com, nearly 85% of leaders and their front-line pros worked together during the last year to change policies and increase flexibility for customers. Flexibility was proven to be critical in any sector because 88% of the same study portrays how access to technology played a huge role in a company’s success.

When the majority of the world shifted gears to a work from home plan, there was a decrease in access to information and actions they’d be able to execute properly in comparison to solving issues on site.

See Full Article

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Issue 1 - February 2021

Featured Zoom Video Check out a short humorous video from our very own sponsor Zoom on how corporate people speak!

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Issue 1 - February 2021

Keeping Customers Safe & Happy in A Post-Pandemic World This article was contributed by our exhibitor NextCaller.

Learn more about their business here!

The pandemic has revealed a stunning lack of preparedness within contact centers across all industries, but not all of the challenges could have been anticipated. For example, trends focused on efficiency that were recently on the rise--like automating the call experience to make life easier on customers--are turning out to be simply inadequate against a prolonged moment of crisis. And it’s because customers aren’t just calling businesses more often than ever before; The calls themselves are more complex, emotional, urgent, and unpredictable. In the past, great customer service could often be achieved simply through automation. But COVID has shown that consumers more frequently expect empathy, too. In fact, 56% of consumers believe that brands are equally responsible for providing flexible and accommodating customer service and protecting their personal information and accounts from fraud. They also signal that their brand loyalty is at stake.

At the same time, Covid-19 has ushered in a new era of fraud. Criminals have truly gained the upper hand by leveraging the chaos and constant change to impersonate customers and manipulate call center agents. In short, the weakest link in the security chain has only gotten worse, putting brand reputation and the bottom line at stake.

See Full Article

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Issue 1 - February 2021

A Million Reasons to Celebrate Zoom Phone This article is originally published on Zoom Blog.

We launched Zoom Phone in January 2019 because we saw an opportunity to provide a business phone solution that is as simple, reliable, and easy to use as our video platform. Today, we’re proud to announce that we’ve sold more than 1 million Zoom Phone seats around the world!

Going from zero to a million licenses in less than two years is a testament to the growing need for a rich cloud telephony solution like Zoom Phone. Organizations around the world no longer have to just settle for a phone solution; they can choose one that strategically scales with their business.

Whether it was to replace an outdated legacy solution, consolidate communications onto a single platform, or enable remote and hybrid teams amid COVID-19 (or all of the above), we’re extremely grateful for every organization for choosing to deploy Zoom Phone. We’re also proud of our Zoom teams for constantly driving the speed of innovation to meet your evolving business communication needs.

Here are a few of the highlights from the road to 1 million and a few reasons why we got there so quickly.

See Full Article

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Issue 1 - February 2021

Solution of the Month

RingCentral, Inc. (NYSE: RNG) is a leading provider of cloud Message Video Phone™ (MVP™), customer engagement and contact center solutions for businesses worldwide. More flexible and cost effective than legacy onpremise PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location.

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Issue 1 - February 2021

Meet The Innovators Check out these highlights for the heroes of Digital T - February edition! These revolutionary people and organizations are at the forefront of providing tech and digital solutions for the customer experience industry and beyond!

Observe.AI is an AI-powered agent enablement platform for voice customer service. Leveraging speech and natural language processing technologies, Observe.AI enables organizations to quickly evaluate and score 100% of calls, analyze contact center performance trends across teams and entire organizations, and enhance agent training and coaching.

Visit Observe.AI for more information

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Issue 1 - February 2021

Meet The Innovators

Trista Miller Nishith Agarwal

Senior Director of Customer Care - Frontier Trista is an unabashedly vocal advocate for the customer

Engineering Leader - Uber

experience. She has helped pioneer the development

Nishith Agarwal manages the Data Lake team at

level executive buy-in across the company to invest in

Uber. He has over 10 years of experience with a background in distributed systems and databases,

of a Customer Experience program and gained highand prioritize customer experience improvements.

software engineering and product management.

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Issue 1 - February 2021

Partner Shoutout

Our Partners to The Call & Contact Center Expo, the organizations leading the way for stronger communities against natural disasters and for a more sustainable future.

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Looking to be included in an upcoming edition of Digital T? Contact Steven Petracca at steven.petracca@prysmgroup.com for more information.

Sponsorship Opportunities Are Now Available!