The State of Mobile Customer Engagement: Tips to Help You Gain Success
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The State of Mobile Customer Engagement: Tips to Help You Gain Success

Date Aired: June 4, 2015

Presenters: Justin Robbins, Ross Haskell, Erica Strother Marois

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Watch the webinar video below.

Learn best practices and current trends for chat and mobile customer engagement.

As mobile devices take a greater precedence in our lives and those of our customers, the significant impact on the contact center is undeniable. ICMI’s own research has documented rapid growth in the number of contact centers supporting mobile service (19% YOY) and chat (12.5% YOY), as organizations respond to meet customer expectations.  One could assume that this means customers are growing in their satisfaction with the level of mobile engagement offered by companies, but this couldn’t be further from the truth.  Customer satisfaction remains low despite organizations defining and implementing a mobile engagement strategy.  How is this possible?

Recent findings from both LogMeIn and ICMI would indicate that a major contributing factor is that we’re wrongly defining mobile engagement.  This misalignment between customer expectations and organizational assumptions is disrupting even the best intentioned of contact center teams. So then, how should organizations define mobile engagement and what steps can be taken to ensure that the mobile engagement you’re providing is ultimately satisfying your customers?  How can organizations best understand the connected consumer and stay ahead of new device trends? What have organizations done to provide best in class mobile customer engagement?

During this webinar you will learn:

  1. How to effectively define mobile engagement
  2. Current trends on mobile engagement growth and continued customer dissatisfaction
  3. How offering chat will satisfy your most connected customers
  4. Best practices and real-world stories of successful mobile customer engagement

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

 



Presenters

Justin Robbins

Group Community Director, HDI and 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.

You can reach Justin on-line at: www.twitter.com/justinmrobbins | www.linkedin.com/in/justinmrobbins | jrobbins@icmi.com

Ross Haskell

Senior Director of Products, BoldChat , LogMeIn

Ross Haskell leads the BoldChat product strategy at LogMeIn, 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 manager positions at Visionael Corp., Green Mountain Energy Co., and Tivoli (an IBM company). Ross frequently shares his insights at industry events including HDI, the ECMTA Summit, the Retail Marketing Conference, and the Internet Retailer Conference and Exhibition.

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings nearly ten years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!


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Topics: Chat, Customer Experience, Mobile, Multichannel Contact Center

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