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Watch this webinar to learn how contact center leaders can update their people, processes, and technologies to meet the demands of today's consumer.
Optimizing the contact center to deliver on the seamless experiences that customers expect is no easy task. It’s not about simply understanding what customers want. Organizations must evolve their approach to training and hiring staff, leverage data more effectively to adapt their systems and processes, and advance their technology to properly meet the modern needs of their business. In many cases, this requires a fresh perspective on the foundational building blocks of the contact center.
As overwhelming as that may sound, there are some key steps to ensure the successful evolution of the contact center. In this webinar, ICMI’s Justin Robbins and NICE’s Chris Bauserman will provide simple guidance on how contact center leaders can refresh their people, processes, and technologies in meaningful ways to meet the demands of today’s consumer.
Attend this webinar to learn:
- Hiring and training tips for the new generation of contact center agent
- A framework for evaluating and improving process efficiency
- How to evaluate the best technology solution for your contact center’s needs
- The latest research on how contact centers are evolving to deliver better customer experiences
Join us for this interactive and informative hour—complete with research, best practices, and live Q&A.
Founder, JM Robbins & Associates
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 www.jmrobbinsassociates.com
Vice President, Product Marketing, inContact
Chris has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. He currently leads product marketing and market intelligence for inContact, a NICE company and the leader in cloud contact center software. Prior to inContact, Chris led marketing and GTM strategy for ecommerce and digital marketing solutions at Rackspace, helping brands deliver a great buying experience for their customers. He also held various leadership roles at IBM and a B2B cloud startup, launching simplified service desk and security products to improve the employee experience.
Content Manager, ICMI
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