Colter Hammer

Product Management Director - Inorganic Growth - Customer Workflows ServiceNow

Colter Hammer is the Director of Outbound Product Management – Omnichannel and ISV partners for Customer Workflows and has been with ServiceNow for over a year. Over the last 20 years, Colter has been the Head of Global Pre-Sales Engineering & Cloud Connectivity, Director of Business Consulting, and Practice Director for Contact Center within various CRM and Cloud Contact Center software companies in the technology, software, telecom, and consulting industries. Colter has always been curious about human psychology and behavior, constantly taking things apart to see how they work and putting them back together, sometimes unsuccessfully! He has learned the value of knowing how things work through experimentation and is curiously observant before making decisions on how to engage situations. This curiosity has made him keenly aware of the customer experience lifecycle and how workflows and call flows come together. Most importantly, Colter has leaned into the concept of forever being a student and to continue to learn how to create fulfilling human experiences, in this case with elegant and streamlined workflows to make work, work better for the humans.

Day 2: Wednesday, December 2nd

Wednesday, December 2nd, 2020

12:30 PM From Signal to Action: Noteworthy Customer Experiences Require Insights and Execution

View Session Here

In-the-moment feedback from customer interactions can improve agent effectiveness in your contact center, as well as the overall customer experience. How you benefit from that clearer picture of your customers depends on taking intelligent actions using those timely insights.

Join experts from Medallia and ServiceNow in this discussion with a CCW analyst about why traditional methods of managing contact centers no longer apply in this age of accelerated digital transformation. Areas covered include:

  • Why fast issue identification and resolution is crucial for improving customer satisfaction
  • Ways to improve cross-functional collaboration and agent experience for a higher Net Promoter Score (NPS)®
  • The value of resilient and fast-acting service operations to permanently address customer issues and reduce contact volumes