Date: Thursday, November 15, 2012
Time: 10 AM Pacific time / 1 PM Eastern time
Overview: It is estimated that 87% of the world's population owns a mobile device. And Smartphones are the fastest growing segment of the mobile industry. Today’s consumers have access from their mobile devices anytime and anywhere. They can research and compare products, make immediate purchases, and share their opinions…all their opinions!
Chances are your customers are already asking you for mobile support.
So what ARE you doing to support your mobile customers? Do you know what your competitors are doing? Is your contact center ready to take on this support channel? Do you even know where to start with a Mobile Customer Service Strategy?
Join us for a groundbreaking webinar that will address these questions and more! By looking at the state of mobile service and reviewing ICMI’s latest research, you will learn why and how to prioritize and establish a Mobile Customer Service Strategy within your contact center.
Join us live and take away:
- How to gain executive buyoff for a Mobile Customer Service Strategy and demonstrate the ROI
- An understanding of what your competitors and other industries are doing
- Why Mobile should become a supported customer service channel in your contact center
- How to prepare your agents AND your customers to ensure great customer satisfaction across all your channels…both live agent and automated self-service
A good Mobile Customer Service Strategy can lower your support costs, increase your response rates, and improve the customer experience. Join us to hear how to get started with your own Mobile Customer Service Strategy!
Who Should Attend?
- VP Level
Sarah Stealey is a Customer Experience and Contact Center executive with over 17 years of progressive operations, vendor, and customer management experience, primarily in multi-site global organizations. 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.
Previously, she was the SVP of Customer Support at iContact, where her Support team was awarded the 2011 ICMI “Global Call Center of the Year” for Small to Medium-Sized Centers. Sarah now serves on the ICMI Advisory Board and acts as their Editor-at-Large, where she is responsible for the editorial content and community strategy for icmi.com, and serves as a subject matter expert for the organization and its community of contact center leaders. She’s also a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national conferences and online webinars.
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.
Director of Marketing, Voxeo
Kim joined Voxeo in 2007 as Director of Marketing. With over 15 years of contact center and customer experience, she is responsible for driving the company's messaging and market awareness strategies. Prior to joining Voxeo, Kim held numerous Director of Marketing positions at Telera, MCI and Wachovia Bank.