Providing a Unique Customer Experience via a Multi-Channel Contact Center

Anticipating customer needs and exceeding their expectations is critical for the survival of today’s consumer-facing organizations. To do so, many organizations are making a shift from reactive to proactive customer communications and providing a better customer experience, while reducing costs and generating new revenue.

These organizations are also tapping into the varied communications channels and devices often preferred by their customers in order to more effectively and efficiently reach customers with personalized and timely information. What’s more, those organizations that interact over the customer’s preferred channel(s) report higher customer satisfaction and retention, better campaign results and an improved return on investment.

Join SoundBite Communications and special guest Forrester Research, Inc. to learn why organizations need to align their contact center infrastructure with a multi-channel communications strategy in order to:

• Support the varied communications preferences of your customers including text messaging and social media
• Create a truly engaging experience when customers interact with your contact center
• Develop a highly interactive and personalized Proactive Customer Communications strategy across a variety of automated communications channels
• Increase customer interactions and satisfaction while reducing costs for incoming calls

Presenters:

Joe Gallagher
Enterprise Program Director
SoundBite Communications

Elizabeth Herrell
VP and Principal Analyst
Forrester Research