Building Your Digital Contact Center Strategy in the Age of the Customer
Empowering contact center excellence for 30 years!

Building Your Digital Contact Center Strategy in the Age of the Customer

Date Aired: December 7th, 2017

Time: 1:00 PM Eastern Time

Presenters: Justin Robbins, Wil Patterson


Moderators: Justin Robbins

Sponsor:

Watch the webinar video below.

Prepare your contact center for the age of the customer with this webinar.

In this webinar, Justin Robbins will share the latest research on the state of technology in contact centers, review key principles for migrating from the analog to digital contact center environment, and provide tips and advice on preparing your agents to thrive in this new environment. You’ll also hear from contact centers that have successfully made the transition—they’ll share how they did it, and they’ll share the lessons they learned along the way.

Attend this webinar to learn:

  • How to communicate the digital contact center’s value to your agents – including their role in customer service excellence
  • How to prepare agents to interact across multiple customer contact channels
  • How to make your transition a success, based on real examples and best practices from leading contact centers


Join us for this interactive hour, complete with live audience Q&A. Invite your team members and make it a lunch-and-learn!

Reserve your seat!



Presenters

Justin Robbins

Advisor, ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. Connect with Justin on Twitter @justinmrobbins and on LinkedIn.

Patterson

Wil Patterson

Member Contacts Manager, Member Care, Society for Human Resource Management

Wil Patterson is currently the member contacts manager at the Society for Human Resource Management, where he is responsible for managing the day-to-day operations of the email support, outbound phone, and inbound phone teams. He has more than 20 years of hands-on experience leading, managing, and operating contact centers in various industries.

Moderators

Justin Robbins

Advisor, ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. Connect with Justin on Twitter @justinmrobbins and on LinkedIn.


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Topics: Customer Experience, Technology

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