The event which will take place between Oct 6 and Oct 9, at the Mandalay Bay Resort and Casino in Las Vegas, Nevada is considered as the most important event of the contact center industry, including top quality education, networking opportunities, and an exhibition of the latest contact center solutions.
Mr Kaplan's presentation on 'Are you Capturing and Using Knowledge The Way you Should?' would open up the discipline that drives better customer experience. This is scheduled for 12:45 pm PST on Oct 8.
Noting that it is key to integrate evolving customer sentiments across various channels within customer support organizations, Kaplan would talk about the importance of creating a framework for capturing and applying external and internal data from critical customer interaction channels.