The Call and Contact Centre Expo logo

18 & 19 MARCH 2020

ExCeL LONDON

Tony Lama: Speaking at the Call and Contact Centre Expo

Tony Lama

VP Contact Center Sales & GTM  -  Twilio

Best practices for contact center design and operation in the modern age

Short Description of Seminar: (max 70 words, no bullet points or lists)
Advances in software development are making the build process easier than ever, from the customer journey through to report design, we are seeing increased collaboration between CC managers and software engineers as they craft differentiated customer experiences. We are observing more agent engagement than ever as they weigh in on user interface design, coupled with a greater appetite for experimentation as customers constantly adjust to stay ahead of changing customer expectations.

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