The Business Value of a Mobile Customer Service Strategy

Date: Thursday, January 03, 2013

Speakers: Sarah Stealey Reed, Tobias Goebel

Sponsor:

Voxeo

Watch or download the Educast below.

This educast covers the results of industry research conducted by ICMI and Voxeo that sought to better understand how the contact center was positioning mobile as a customer service channel.

Watch now to discover the valuable insight provided by 422 contact center professionals, including the state of the mobile industry, the demands of the mobile customer, and the need for a Mobile Customer Service Strategy.

Additional Resources

Research ReportA Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation Report

Whitepaper - Don’t Be Left Behind: Build a Mobile Customer Service Strategy for 2013 and Beyond


Click here to download the educast to your computer. (Right click and save the file to your desktop)



Speakers
Sarah Stealey

Sarah Stealey Reed

Content Director, ICMI

Sarah Stealey Reed is Senior Manager for the Workplace Services CallCenter at Deloitte and is a member of the ICMI Advisory Board. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

As the Content Director for ICMI, Sarah is responsible for the editorial content and community strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed

LinkedIn

Tobias Goebel

Director of Mobile Strategy, Office of the CTO, Voxeo

Tobias has over 10 years of experience in the IVR and contact center industry. He has held various positions at industry-leading companies encompassing development, product management, partner consulting, and sales engineering. In Voxeo's office of the CTO today, he works on defining the future of the mobile customer experience, which will incorporate channels such as mobile, SMS, voice, IM, social, and will address the customer holistically, taking the SoLoMo (Social, Local, Mobile) trend into account. Tobias holds degrees in Computational Linguistics, Phonetics, and Computer Science from the universities of Bonn, Germany and Edinburgh, UK.


ICMI/UBM Privacy Statement

Topics: Learning & Development, Site Operations, Self-Service, Technology, Strategy & Planning

QuickPoll

Is your company willing to sacrifice agent efficiency in order to increase customer satisfaction (CSAT)?

Yes
No
More Polls