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Webinar: Contact Center Mistakes That Impact Customer Retention

Simply put, your contact center should be helping your customers solve problems quickly, while providing a great experience. Instead, most contact centers do a poor job of...

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This FREE webinar was recorded on:
March 04, 2021
02:00 PM - 03:00 PM EST

Attracting a new customer is five times more expensive than retaining an existing customer. An increase in customer retention by just 5% can lead to a profitability increase of 80-95%.

Clearly, one of the best investments you can make is to nurture your existing customer base. Focusing on the customer experience can actually drive steady revenue growth by accelerating customer happiness. 

Simply put, your contact center should be helping your customers solve problems quickly, while providing a great experience. Instead, most contact centers do a poor job of solving customer problems due to lack of information and misuse of AI. It’s time to bring the people back into the contact center experience. 

In this webinar, Dialpad Senior Product Marketing Manager Ron Stevenson discusses some of the common mistakes contact centers make that directly tie into customer retention problems—as well as suggestions for solutions.

The webinar will discuss the top four common contact center mistakes:

• Ignoring Customer Lifetime Value

• Not leveraging customers to become advocates 

• Reliance on AI in all the wrong ways

• Ignoring the agent experience

Presenters:

Sandy Ko
Senior Analyst
Customer Management Practice
Rob Stevenson
Senior Product Marketing Manager
Dialpad

Ron Stevenson is Senior Product Marketing Manager for Dialpad Contact Center. Based in Seattle, Ron has many years of industry experience launching software products for cloud, mobile, social, and telephony, with companies like Genesys, Salesforce, Microsoft, and several Seattle-area startups.

We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.
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