Press 1 ... For a Better Customer Experience And Improved Contact Center Metrics

In today’s omni-channel world, the demand for superb customer service is as significant as it has ever been.  Customers demand efficient calls, high-quality, relevant information and resolution on the first contact. Can you deliver?

Technology can help but only if you select the right technology and then pair it with the right culture, right strategies and right performance initiatives.  This webinar will help you build that perfect synergy – and deliver the experiences your customers demand!  Metrics will improve and customers will be more satisfied.

Learn how to achieve the following results:

•       Improve typical call center metrics (AHT, FCR, MOS) by providing relevant information to your call center agents

•       Provide a consistent experience to your customers and improve overall CSAT scores

•       Increase user adoption rates using an intuitive and integrated call center solution

•       Leverage a flexible technology layer to adapt your IVR, skill-based routing and agent availability to changing customer requirements.

This  webinar will include case study insights from Keysight, which successfully refreshed the technology affecting its 27 global contact center sites, 700 agents and more than 500,000 annual calls.

Presenters:

Sebastian Alvarez
Front Office Solution Architect
Keysight

Larry Lopez
Senior IT Program Manager
Keysight

Sebastian Jungels
Customer Engagement and Commerce Architect
ECENTA