Did you knock your 2020 contact center KPIs out of the park? For many of us, 2020 has been a 12-month curve ball that none of us saw coming. An overnight shift to remote workforces, unprecedented call volumes, lost customer face time, and a state of constant change and ambiguity means many contact centers have struck out when it comes to delivering fast and efficient customer service. So how can organizations turn things around and get contact center performance back on track for 2021?

Watch this webinar with Keith Berg, General Manager for Contact Center Productivity at Upland Software, and Chris Stieber, Solutions Consultant for Upland Software where we’ll discuss new opportunities to ignite agent productivity, delight your customers, and excel in our new-world realities.

You’ll gain insights into…

• How to perform a contact center health check, and what the outcomes mean for the year ahead
• Critical components of an agile and responsive contact center strategy
• The tools, technologies, and reporting mechanisms you need in place to make the best business decisions for 2021

Now is the time to set your agents up for success and ensure your contact center is a homerun in the year ahead.

About the Speakers

Keith Berg, General Manager, Contact Center Productivity, Upland Software

Keith spearheads business operations for the contact center productivity suite at Upland Software, bringing together InGenius computer-telephony integration and RightAnswers knowledge management products. Keith has worked with contact center leaders for over 15 years, helping them to ignite agent efficiency, reduce case handling time, and improve customer satisfaction using technology.

Chris Stieber, Solutions Consultant, Upland Software

Chris is a natural born problem solver with over 10 years of experience in hardware and software testing, implementation, and troubleshooting for IT and contact center clients. He leverages his strong technical skills and deep product knowledge to better understand complex customer requirements and build solutions that help drive implementation, adoption, and ongoing usage of InGenius computer telephony integration (CTI). From hiking the arctic tundra to presenting on product innovations at conferences and tradeshows, Chris is always eager to acquire new skills and experiences.