Contact center technology, as well as the dynamics of delivering quality service, is changing at a rapid pace. The accelerated adoption of cloud-based solutions, the incorporation of new media types into the multi-channel mix, the impact of smart phones and mobile tablets, the need to accurately capture the voice of the customer, new methods of measuring agent effectiveness…what will change in 2012 and how can you be ready?

Join us for this recorded web event where featured Forrester Research principal analyst, Art Schoeller and Interactive Intelligence senior vice president, Joe Staples discuss these topics and help you be ready to take the best advantage of the upcoming year and the contribution your contact center can make to the success of your business.

Following the web presentation, there is an extensive Q&A, where Schoeller and Staples is joined by industry veterans, Sheila McGee-Smith, Founder of McGee-Smith Analytics and Don Van Doren, Founder & President of Vanguard Communications, as the panel responds to audience questions.