Building Your Digital Contact Center Strategy in the Age of the Customer
Empowering contact center excellence for 30 years!

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

Date Aired: Available On-Demand

Time: Watch It Now

Presenters: Justin Robbins, Wil Patterson, Nicole Sult


Moderators: Justin Robbins

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

Justin Robbins

Advisor, ICMI

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at https://protect-eu.mimecast.com/s/4v25CANYYIrJg7AhG7Cd0?domain=justinmrobbins.com.

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

Justin Robbins

Advisor, ICMI

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at https://protect-eu.mimecast.com/s/4v25CANYYIrJg7AhG7Cd0?domain=justinmrobbins.com.


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Topics: Customer Experience, Technology