Future of Contact Centers Special Interest Group

Keep your finger on the pulse of the ever-changing technology and service trends of the contact center and capitalize on these impending changes within your organization.

The Contact Center, according to Gartner, supports customer interactions across a range of channels, including phone calls, email, web chat, web collaboration, and the emerging adoption of social media interactions. With the speed of development in tools, technologies, capabilities, and interfaces, this recently updated definition seems to be on the verge of being outdated. The Future of Contact Centers (FoCC) Special Interest Group (SIG) is a collaborative space for participants to:

• Discuss trends, tools, challenges, and strategies that may impact contact centers in the not-so-distant future.
• Learn about new approaches to addressing rising needs from other UWEBC participants.
• Meet and connect with other participants that share this forward-looking enthusiasm.

Participation in the Future of Contact Centers Special Interest Group is encouraged for any contact center practitioners within our UWEBC member organizations who are comfortable wading through the ambiguity of what could be to have the best chance of being prepared for it. All participants are required to register. To learn more about any of our Special Interest Groups, please contact matthew.cone@uwebc.wisc.edu. If you would like to learn more about the FoCC SIG, please review the SIG’s charter and/or contact UWEBC Customer Service Practice Director Matthew Cone at matthew.cone@uwebc.wisc.edu or 608-263-0635.