What's the True Impact of Emerging Channels?
| Published: October 22, 2013 | Comments (19)
There’s no denying that emerging channels have changed the way contact centers operate. They’ve also changed the way customers engage with the contact center.
What is the impact of mobile, social, and advanced self-service on the customer, and how do they influence customer engagement with the contact center? What is the impact to CSAT, loyalty, differentiation, and brand recognition?
We’ll be discussing the implications of emerging channels on Wednesday at Call Center Demo and Conference in session 504.
Sarah Stealey Reed will moderate a panel discussion with some of the best thought leaders in the industry! Ian Hunter of USAN, Kim Martin of Voxeo, Chad McDaniel of Execs in the Know, and Jason Wolcott of Digital Roots will all be on hand to share their expertise.
We’ll take a look at the true impact emerging channels have on CSAT, loyalty, differentiation, and brand recognition. You don’t want to miss this lively panel discussion!
If you’ll be joining us in Atlanta, be sure to attend session 504. You’ll walk away with a better understanding of how these channels will influence your customers. Can’t attend in Atlanta? Be sure to follow this blog. I’ll be posting live updates throughout the session in the comments section. If you’re attending live, feel free to share your thoughts and takeaways here as well!
Strategy & Planning
More from Erica Strother Marois
Leave a comment
Please sign in to leave a comment. If you don't have an account you can register for free here.