What Does the Multi-Channel Customer REALLY Want?

Some say it is all about providing fast, efficient resolution. Others say it is all about engaging in a lengthy interaction in which a relationship is fostered and happiness is assured.

So, business leaders and contact center managers, what do you do? How do you deliver the multi-channel experience your customers truly want?

In this exclusive Customer Management IQ podcast, conducted at the 13th Call Center Week in 2012, Aeroplan Canada’s Caroline Hagan and TMG International’s John Bardawill, address those critical questions. Focusing on what the customer wants, they reveal what has worked in their own experience, how some innovative contact centers are becoming more customer-centric and what successful multi-channel service truly entails.

Caroline Hagan and John Bardawill will be back at the 14th Annual Call Center Week this June. Agenda and details: