3 Reasons to Mobilize Your Customer Service
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Date:
Available On-Demand
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Presenters:
Keval Sheth, Deborah Wenger, Erica Strother Marois
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Join ICMI community expert Keval Sheth and Jabra practitioner Deborah Wenger as they show you how going mobile can make your contact center happier, more productive and more efficient than ever in 2015.
For better or worse, smartphones and social media have changed the way we live our lives and the way we do business. Customer expectations are forever changed. Mobility is the new mainstream.
You get it, your customers get it, even your C-Suite gets it, but understanding is not enough. How can you balance the complex demands of today’s customers all while keeping agents satisfied and contact center costs low?
Imagine a contact center where agents are free to get up and move, yet idle time is at an all-time low. Imagine a contact center where agents are truly empowered and given the freedom they crave. Imagine a contact center where average handle time and cost per contact steadily decreases.
Sound too good to be true? It’s not!
Join us as we show you how going mobile can make your contact center happier, more productive and more efficient than ever in 2015.
During this webinar you will learn:
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Why mobile is becoming mainstream in the contact center
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How wireless technology can make your agents happier and more engaged
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How leading companies have reduced costs and increased efficiency by going mobile
Don’t miss this interactive and informative hour complete with live polls, case studies, Q&A and more. Learn how to position your contact center for customer service greatness in the coming year!
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Keval
Sheth
Teledemand Manager, TechnologyAdvice
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Keval brings an impressive track record of using IT to benefit a company’s bottom line to his role as Teledemand Manager at TechnologyAdvice. Keval manages the scheduling and execution of our outbound marketing campaigns. His prior positions include Information Technology work for the Country Music Association and Best Western Hotels. This technology enthusiast loves keeping up with new trends in the IT field, traveling, and cheering for his favorite team, the Ohio State Buckeyes.
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Deborah
Wenger
Chief Operations Officer, Jabra, North America
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Deborah Wenger is the Chief Operations Officer for Jabra, North America. Jabra is a global producer of cutting edge headset and speakerphone solutions. Building on a 100 year history of innovation and audio expertise with sister company, leading hearing aid manufacturer GN Resound, Jabra creates a broad range of award-winning hands free solutions that increase productivity, reduce costs, and provide seamless connectivity to contact centers, office and mobile professionals around the world.
Deborah has been with Jabra for eight years where she is responsible for sales operations, including Jabra’s customer facing sales and support contact centers. Prior to joining Jabra, Deborah spent 15 years at Bose Corporation, where among other things, she was responsible for pre and post sales Customer Care. Deborah’s career has spanned both sales and operations roles in multiple industries, including services and high technology consumer products.
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Erica
Strother Marois
Community Specialist, ICMI
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Erica Marois is the Community Strategist at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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Topics:
Mobile, Multichannel Contact Center, People Management, Technology
