Upcoming Webinar Shows How to Differentiate with Multi-Channel Customer Service
August 26, 2013
There’s more than one way to communicate nowadays. Most people still use the phone, but now they are just as likely to use their phone to send a text message, chat in real-time or post a comment on a social network as they are to place a call. Many times they are more likely to use one of these methods than make a phone call.
The contact center must deal with this seismic shift in communications. The multi-channel contact center is here, and companies that leverage the new channels best are the firms that will delight their customers most when it comes to the customer experience.
A company’s products only go so far now that globalization has made competition fiercer, so a good customer service experience is more important than ever.
Knowing this, inContact has an upcoming webinar that tackles this new contact center landscape.
The free webinar, “Differentiate Your Organization through the Multi-Channel Customer Journey,” takes place on Wednesday, August 28 at 1 p.m. (EDT) and focuses on the multi-channel customer experience. It will be led by Ovum (News - Alert) senior analyst of customer interaction, Aphrodite Brinsmead. During the webinar, Brinsmead will talk about how an organization can more effectively support Web-based channels, how to provide a connected experience regardless of channel, and ways to use multi-channel information to share training and knowledge across different agent teams.
The first webinar in the series occurred in July and was on mapping the customer experience. The session, which still can still be heard by registering for the webinar and accessing the recording of the event, was led by senior Forrester (News - Alert) analyst Jonathan Browne. It showed how to plan a customer journey-mapping exercise, adopt the right tactics to create effective and useful customer journey maps, and embed journey mapping into an organization’s customer experience improvement processes.
The final webinar in the series takes place Wednesday, September 25 at 1 p.m. (EDT) with “Delight Your Customers in Your Contact Center.” Delivered by Omer Minkara, who is senior research analyst for Contact center and customer experience management at the Aberdeen (News - Alert) Group, the session looks at ways to keep customers happy when they have more information and a larger soapbox on which to complain than in years past.
The session will show how contact centers can transform into operations that empower customers. It also will show how to effectively adopt a cloud contact center and demonstrate how to craft best-in-class programs to optimize the customer experience for a business.
Those interested in the free webinar series can register here.
Edited by Rory J. Thompson
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