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The evolving world of work presents new challenges for contact centers. This year’s virtual-only C3 is a microcosm of this change, and it requires a shift in expectations from team leads, supervisors, and managers. Today’s customers lead omnichannel lives, and you need data that accurately reflect those behaviors and preferences. In this keynote address, Forrester principal analyst Ian Jacobs will show the difference between data that supports the new way of work and data that merely pads internal dashboards. The data you need now likely is not the data you’ve always tracked.