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Create an Agile Contact Center for Challenging Times

By Amanda Ciccatelli, TMCnet Web Editor

These days, the term multichannel has become increasingly significant in the contact center space. Initially, multichannel simply meant using a second mode in addition to voice. But today, multichannel takes on even more meaning as contact centers incorporate several channels. This is a positive thing as it provides more ways to engage customers and solve their problems. However, for contact center decision-makers, these additional channels add complexity, which introduces new challenges to manage day-to-day contact center operations.

With all of these emerging customer interaction channels, the contact center has become an incubator for change. Higher customer expectations, the proliferation of voice, Web and mobile communication channels, the explosion of customer information, as well as increased revenue pressures, have all combined to create challenge and opportunity in the contact center industry.

This has made balancing customer expectations and business goals very difficult to do successfully, especially when you are a contact center that is operating at the rapidly increasing speed demanded by the competitive marketplace.

That being said, are you interested in learning how your contact center can be more agile in navigating these challenging times?

Join inContact in an upcoming webinar entitled, “Moving the Agility Needle to the Right in Your Contact Center” on Thursday, Dec. 6 at 1:00 p.m. EST to learn how to implement changes related to multichannel contact handling, staffing for customer-centric experience, how to leverage your IVR to be a help to you and your customers and overall how to start 2013 out on the right foot in your contact center.

This inContact webinar will feature Mariann McDonagh, chief marketing officer, inContact and Madelyn Gengelbach, senior product marketing manager, inContact. McDonagh has spent the past several years working to evangelize the power of the cloud. Prior to joining inContact in 2012, Gengelbach worked for Fortune 50 firms to small startups, including Sprint (News - Alert), Hallmark Cards, and H&R Block.

To learn more about how you can make you contact center more agile, register here.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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