2014 Contact Center Trends: 14 Trends You Need to Know Now
In a day and age where the contact center landscape is changing at a rapid pace, it has become increasingly clear that it is all about enhancing the customer experience by being at the center of every customer interaction. From multi-channel, to omni-channel, mobile customer engagement and proactive care, each of these trends are an essential part of your cloud contact center strategy and are now required to cater to the informed and tech-savvy customer.
In this one-hour analyst led webinar, join Frost & Sullivan and Genesys as we examine the trends impacting contact center buying decisions in 2014 including:
- Mobility- a rich two-way mobile experience expands your customer service, extends your marketing reach, and improves capabilities within the contact center
- Big Data – Incorporating multiple sources of information into contact center data for premiere customer engagement
- Self-Service Makeover – the use of chat, virtual assistants and proactive contact for a more engaging customer experience.
- Omni-channel – Tying it all together by moving beyond multi-channel to create an omni-channel experience
Take away best practice tips and leave this session with a clear understanding of the 2014 cloud contact center trends so that you can stay ahead of the customer experience and interaction curve to give your brand a competitive advantage.
Presenters:
Nancy Jamison
Principal Analyst, Contact Centers
Frost & Sullivan
Lisa Abbott
Senior Director of Product Marketing
Genesys
