Where does the multichannel contact center need to be to meet the challenges of today's demanding customer? We'll show you how to design a successful customer journey that meets these challenges and improves the customer experience.
Customer expectations are higher than ever, competition is fiercer than ever, and today’s customers are more connected than ever. Customers today demand service on their terms-- through social media, intelligent and relevant self-service, and their always-turned-on-smartphones. And today’s customers are more knowledgeable than ever, too.
What does all this mean for the contact center?
In this webinar, we’ll take a look at where the multichannel contact center needs to be to meet these challenges, and show you how to design compelling customer journeys for success in 2014 and beyond.
Industry expert Jackie Anderson will share the latest in customer experience trends, and guide you as you consider new channel and technology adoptions. We’ll also hear from Keith Pearce, VP of Corporate Marketing at Genesys, who will share the necessary steps to design a customer journey that wins for both your contact center and the customer.
During this webinar you will learn:
The gaps that exist between contact center offerings and customer needs, and pathways to close those gaps.
The steps to creating a successful customer journey.
How to use proactive engagement to improve the customer experience.
Join us for this informative, “can’t miss” hour long webinar perfect for call center managers and customer service leaders planning and preparing for a future that meets the needs of the ever-connected customer.