Focus on the Customer: Creating Great Experiences in 2015
Empowering contact center excellence for 30 years!

Focus on the Customer: Creating Great Experiences in 2015

Date Aired: Feb 12, 2015

Time: 1 PM Eastern Time

Presenters: Pete Slease, Ross Haskell, Erica Strother Marois

Sponsor:

Watch the webinar video below.

Have organizations lost sight of what customers want in a great service experience?

In a highly mobile, technology-enabled society, how is it that we hear so many stories of customers with continuously unmet needs and inconsistent customer service experiences? Have customer expectations significantly changed in recent years or have organizations just lost sight of what customers want in a great service experience?

The fundamental customer expectations, by and large, have not changed with one exception: we are more distracted than any other society in history. All of these distractions have resulted in the reality, or at least the perception, that we’re all in a time deficit and since time is a precious commodity to us all, the organizations that understand and respect it will rise to the top. 

Does your contact center have the planning, resources, and technologies in place to provide great customer experiences while valuing your customer’s time? If not, it’s time to learn what you’ll need to do so!

During this webinar you will learn:

  • The core customer expectations of today’s connected customer
  • The role of proper forecasting, planning, and staffing
  • The value of technology in meeting customers “where they are”
  • Next steps for creating great experiences for your customers.

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.



Presenters

Pete Slease

Senior Director, CEB

Pete is a Senior Director with the Customer Contact Leadership Council of the Corporate Executive Board. In his role, Pete provides support to member executives identifying and applying insight to address their most critical customer-facing challenges. Pete provides advice for executives across a number of critical decision areas, including: strategy, planning, talent management, issue resolution, loyalty and channel management.

Pete joined the CEB in 2007 after spending nine years in a financial services contact center, ultimately leading the commercial & retail centers.

Pete received a Bachelor of Arts from the University of Notre Dame and a Masters in Teaching from the University of Portland. Pete lives in Wilmington, Delaware.

Ross Haskell

Senior Director of Products, BoldChat, LogMeIn

Ross is the Senior Director of Products for BoldChat by LogMeIn, leading product strategy, liaising with customers and development in order to push customer care agents towards a future of enterprise-class features, mobile dominance, and unparalleled efficiency. Before BoldChat, Ross held senior-level marketing, product, and consulting positions at technology companies, including Visionael Corp., Green Mountain Energy Co., and Tivoli (an IBM company). He has a special interest - and nearly 20 years' experience - in translating consumer data into actionable insights for customer service professionals. Ross earned a BS in Marketing at Boston College and a MBA from Texas A&M University.

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

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: Multichannel Contact Center, Technology, Customer Experience

QuickPoll

On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
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