About this event
The word “omnichannel” gets tossed around like confetti at a birthday party. But the reality is, most contact centers are still stuck juggling disconnected tools, inconsistent handoffs, and frustrated customers.
Join us on June 17th for the second episode of Behind the Buzzword Bingo. We’ll break down what omnichannel really means in the contact center and why it’s not just a tech upgrade, but a service strategy. We’ll give you real-world examples of how top-performing teams use omnichannel to lower hold times, improve agent efficiency, and boost customer satisfaction.
In this session, you’ll learn how to:
- Improve CSAT through connected, context-aware conversations
- Increase agent utilization by spreading volume across channels
- Lower average hold time with smarter routing and channel shifts
Hosted by
-
Guest speaker
Tammy Collier Account Executive, Strategic Sales @ Broadvoice - GoContactG
-
Guest speaker
Jessica Cervera Contact Center Specialist @ BroadvoiceG
-
Guest speaker
Sebastian Anthony Corriere Chief CX & AI Strategist @ VesuvITasG
Sebastian is a Customer Experience and Artificial Intelligence industry veteran with 34 years of experience. He is the founder, and CEO of VesuvITas a Contact Center, AI & CX strategy and design firm. He has certifications in dozens of Unified Communications and Contact Center Technologies as well as Project Management, and Customer Experience certifications. Sebastian has completed thousands of CX & AI Consulting or deployment projects including global enterprises. He sits on the board of Advisors for analyst firms, SaaS software companies, Software Distributors, and university CX programs. He serves as an expert witness in high profile Contact Center technology and operations legal cases both domestically and internationally including patent infringement cases.
-
Guest speaker
Nabila Lulow Vice President of Enterprise Solutions @ Enterprise CX Solutions at E78 PartnersG
Nabila Lulow is currently serving as the Vice President of Enterprise CX Solutions at E78 Partners. She has several years of consulting experience, utilizing her expertise in CCaaS and ERP. Nabila has established herself as a forward-thinking leader and innovator. Nabila’s career path began after completing her bachelor’s degree at the University of Washington. It includes a series of strategic roles that have built her skills and deepened her industry knowledge in the Contact Center space. Most notably, her tenure at Five9 as a Senior Enterprise Sales Director was instrumental in developing and refining her knowledge in this space. Nabila’s career is decorated with significant achievements. Her specialization in CCaaS change management has not only brought transformative changes to her organizations but also earned her numerous accolades, including multiple Presidents Clubs.
Broadvoice GoContact
A Single, Secure Solution for Your Entire CXBroadvoice | GoContact simplifies communications for mid-market businesses with cutting-edge, customer-centric cloud-based UCaaS and CCaaS solutions, enabling seamless, personalized CX across digital channels at every touchpoint.
