Main Conference Day Two
Wednesday, October 9th, 2019
2:00 PM Transforming agents from stand-ins to protagonists: how voice channel access fits seamlessly in the online customer experience
Your contact center agents are the main characters of your customer service offerings. You want to allocate their talents sparingly and provide self-service technologies for low-level customer inquiries. How can you decrease the quantity and increase the quality of phone calls as you seamlessly embed voice channel interactions into the customer experience? Offering accessible voice channel technology at critical moments of the customer journey increases trust and loyalty by exchanging empathy, creativity and passion through human interaction.
During this presentation we explore:
· the opportunities that the WebRTC protocol provides compared to traditional phone calls
· how it enables you to embed access to your human voices in a completely online customer experience
We’ll do our best not to get too nerdy, but please be warned that our enthusiasm might be contagious.