Overview

NWN Carousel’s Kevin Basden, VP of Contact Center talks to Joe Friedrichsen, Managing Director at Blue Cross Blue Shield of RI about how BCBSRI launched a modern, cloud-based omnichannel contact center at scale, accelerating customer engagement, saving significant costs and agent training time.

They’ll discuss the benefits of using innovative cloud contact center features to drive CX improvement, new revenue, cost reduction, and increased agent productivity.

Joe and Kevin will share key insights on:

• Transitioning to a cloud contact center
• How to leverage intelligent technologies for business and economic value
• Improving agent engagement and productivity
• Looking to the future!

Who Should Attend?

• CIO/CTO
• Customer Experience Officer/Director
• VP/Director of Contact Center