Stop Wasting Their Time! 5 Ways to Ease Customer Frustration
Empowering contact center excellence for 30 years!

Stop Wasting Their Time! 5 Ways to Ease Customer Frustration

Date Aired: October 19, 2017

Time: 1:00 PM Eastern Time

Presenters: Art Schoeller, Brendan Dykes


Moderators: Megan Selva

Sponsor:

Genesys

Watch the webinar video below.

Are you looking for ways to reduce customer frustration? Watch this webinar to learn more.

2017 Forrester research revealed that 73% of online consumers cite valuing their time as the most important thing a company can do to provide excellent service. And according to ICMI’s Brad Cleveland, prompt service is one of the top ten customer expectations. The problem? Outdated, disjointed processes and systems still prevent most contact centers from delivering a truly seamless experience, and the result is often low efficiency and high frustration.

Are you looking for ways to reduce customer frustration? Join us for this complimentary webinar as we share five practical steps you can take to simplify the customer experience and drive ROI for the business.

Attend this webinar to learn:

  • How to train and empower agents to ease the customer experience
  • Why omnichannel service impacts the whole business, not just the contact center
  • How to enable better collaboration between the contact center and other departments
  • How the right technology can enable a better omnichannel experience for both agents and customers


Join us for this interactive hour, complete with live audience Q&A. 

Reserve your seat!



Presenters

Art Schoeller

Principal Analyst, Forrester

Art Schoeller's 35 years of experience spans the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping them establish their early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications.
 
In addition, Art has had vice president and director level roles in product management and marketing for conferencing, collaboration, and unified messaging products while at AT&T/Lucent and Dictaphone. In the four years he worked at Microsoft, he led the development of a unified communications and collaboration solution with Accenture that drove $500M in software and services sales, and 1 million seats of cloud computing. Art also filled leadership roles in analyzing these markets while holding director level positions at Gartner Group, Yankee Group, and now Forrester Research. In these roles, he did industry leading research on the transition to VoIP, multichannel contact centers, and speech recognition technology.

Art has a dual B.S. degree in Computer Science and Computer Engineering from Brown University.

Brendan Dykes

Brendan Dykes

Product Marketing Director, Genesys

Brendan has over 25 years’ experience in customer services across many industry sectors as a client, customer or consultant. Experienced in the selection, deployment and day-to-day use of customer experience management technology, he is skilled at understanding the users’ business drivers and the needs of their customers. Today, Brendan uses this experience to write and speaks on a broad range of customer experience management topics.

Moderators
Megan Selva

Megan Selva

Content and Community Manager, ICMI

Megan Selva is the content and community manager at ICMI. In this role, she is responsible for managing the overall content strategy and ensuring that ICMI's content meets the needs of the contact center community. Megan has been with UBM since 2006. Prior to taking on this role, Megan was the senior editor responsible for HDI's SupportWorld magazine; before that, she was the training courseware editor and a member services representative in the Customer Care Center. Megan received her MPS in publishing from The George Washington University and her MA in history from the University of Guelph in Ontario.


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Topics: Customer Experience

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