{"id":246874,"date":"2020-03-06T09:29:57","date_gmt":"2020-03-06T17:29:57","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=246874"},"modified":"2020-03-06T09:29:37","modified_gmt":"2020-03-06T17:29:37","slug":"megatrends-shaping-customer-service-in-2020","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-gb\/webinars\/megatrends-shaping-customer-service-in-2020","title":{"rendered":"Megatrends shaping customer service in 2020"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\">Analyst Webinar<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>Megatrends shaping customer service in 2020<\/h1>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h3>Feat. Guest speaker, Kate Leggett from Forrester Research<\/h3>\n<p>[\/vc_column_text][vc_single_image image=&#8221;164029&#8243; si_max_width=&#8221;30%&#8221;]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]The future of customer service starts with making your call centre more human. It&#8217;s about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly.<\/p>\n<p>Get a glimpse of the future. Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are redefining contact centre protocols in 2020. In this on-demand webinar, you\u2019ll discover:<\/p>\n<ul>\n<li>How artificial intelligence (AI) is driving change in the contact centre<\/li>\n<li>The evolution of customer-agent interactions<\/li>\n<li>How technology affects workforce management<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a 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class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option 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Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Watch Now!\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Watch Now!\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;128636&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Kate Leggett<\/strong><br \/>\n<span style=\"font-weight: 400;\">VP &amp; Principal Analyst<\/span><br \/>\nForrester Research<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;125808&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Joe Ciuffo<\/strong><br \/>\n<span style=\"font-weight: 400;\">Product Marketing Director<\/span><br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text] Analyst Webinar [\/vc_column_text][vc_column_text] Megatrends shaping customer service in 2020 [\/vc_column_text][vc_column_text] Feat. Guest speaker, Kate Leggett from Forrester Research [\/vc_column_text][vc_single_image image=&#8221;164029&#8243; si_max_width=&#8221;30%&#8221;][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]The future of customer service starts with making your call centre more human. It&#8217;s about understanding your customers and their specific problems. To do this, you need to give agents the right training [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":219645,"template":"","tax_priority":[54],"tax_contenttheme":[14850],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16209],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-246874","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-analyst","tax_priority-54","tax_contenttheme-improve-customer-experience-en-gb","tax_capability_sitewide-ai-and-automation-en-gb"],"acf":{"w_tycontent":"<p><iframe src=\"https:\/\/www.youtube.com\/embed\/pskA4w4FZLQ\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><br \/>\nThanks for registering for the on-demand webinar <strong>Megatrends shaping customer service in 2020.<\/strong> Click the play button above to watch the webcast. Also make sure to check your email for more details. Whitelist <strong>@genesys.com<\/strong> and <strong>@on24event.com<\/strong> to ensure successful email delivery.<\/p>\n<p>For more information that expands on today&#8217;s topic, please refer to these resources:<\/p>\n<ul>\n<li>Report: <a href=\"https:\/\/www.genesys.com\/en-gb?post_type=resources&#038;p=226289\">The Three Customer Service Megatrends In 2020: Fuse AI And Agents To Drive Better Experiences<\/a><\/li>\n<\/ul>\n","w_sdate":"02\/11\/2020 12:00 am","w_edate":"02\/11\/2020 12:00 am","w_scope":"single","w_single_timezone":"","item_nav_hide":"no","utm_pass":false,"disable_chat":false,"resource_next_steps":"","meta_description":"The future of customer service starts with making your call centre more human. 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