Roundtable: How to Create an Omni-Channel Contact Center
You know your customers are demanding it. You know your business will ultimately benefit from it. But how do you do it?
Given the stakes associated with the customer experience in today's marketplace, contact center transformation cannot be limited to discussion--it must manifest in action. Unfortunately, the thought leaders who stress the importance of omni-channel customer care so rarely provide direction for actually creating an omni-channel contact center.
This roundtable webinar, which features the experts who contributed to Call Center IQ's Executive Report on the Omni-Channel Customer Experience, finally provides answers. Through interactive discussion and the sharing of real-world examples, it will reveal the following:
- How to create seamless, consistent experiences as customers move between channels.
- How to deliver meaningful interactions--whether inbound, outbound or automated--on customer's terms without sacrificing efficiency or efficacy.
- How to transform and adapt systems and processes to the demands of omni-channel.
- How to measure and drive performance in the omni-channel era.
- How to empower agents as they transition from single-channel "respondents" to omni-channel sources of customer delight.
Presenters:
Peter Zeinoun
Director of Products
LogMeIn Rescue
John Cray
VP, Product Management
Enghouse Interactive
Michael Kropidlowski
Senior Product Marketing Manager
Aspect
