How to Deliver Great Customer Service During Peak Season
Empowering contact center excellence for 30 years!

How to Deliver Great Customer Service During Peak Season

Date Aired: November 12, 2015

Time: 1 PM Eastern Time

Presenters: Justin Robbins, Ross Haskell


Moderators: Erica Strother Marois

Sponsor:

Watch the webinar video below.

Learn what you need to meet your customer's expectations during Peak Season.

Engaging customers and providing great experiences during your peak season -- whether that’s back to school, the holidays or tax time, etc --  only happens when you truly understand what your customers expect from their service interactions. The latest research from ICMI reveals new consumer insights across communications preferences, expectations of service and levels of engagement that will impact how your contact center prepares for and engages during your busiest time of year.

During this webinar ICMI and BoldChat by LogMeIn will share:

  • The keys to meeting  customers’ expectations during peak season
  • How to use a multi-channel strategy to handle high contact volumes
  • How you can provide effective real-time engagement with live chat

Join us for this interactive and informative hour filled with best practices, case studies, and live Q&A. Don’t miss this opportunity to get you ready to deliver great service for your busy season. 



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.

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.

Moderators
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: Chat, Customer Experience

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