ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

ICMI
Advertisement

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


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

Air Date: December 7th, 2017
Time: 1:00 PM Eastern Time
Presenters:

Wil Patterson , Nicole Sult

Moderators:
Sponsor:

Watch the webinar video below.

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

In this webinar, Justin Robbins shares the latest research on the state of technology in contact centers, reviews key principles for migrating from the analog to digital contact center environment, and provides 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.

Watch the 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!

Watch It Now!

Presenters
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.

Nicole Sult
Director of Customer Service, Lippert Components

Nicole Sult is the Director of Customer Service at Lippert Components.  Nicole is focused on defining the strategic vision for Customer Service and Field Service organization and executing specifically around business process, customer sentiment, quality and software.  Salesforce named Nicole and the Lippert Components team as Trailblazers in the Growth category for 2017.  Nicole leads several teams using flagstone principles such as innovation and empowerment to deliver a customer service experience that is satisfying for both the customer and the agent.  Connect with Nicole on LinkedIn.



Moderators

ICMI/UBM Privacy Statement

Topics: