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How to Deliver Great Customer Service During Peak Season


Air Date: November 12, 2015
Time: 1 PM Eastern Time
Presenters: Ross Haskell
Moderators: Erica Marois
Sponsor:

Watch the webinar video below.


Learn what you need to meet your customer's expectations during Peak Season.

Engaging customers and providing great experiences during your peak season -- whether that’s back to school, the holidays or tax time, etc --  only happens when you truly understand what your customers expect from their service interactions. The latest research from ICMI reveals new consumer insights across communications preferences, expectations of service and levels of engagement that will impact how your contact center prepares for and engages during your busiest time of year.

During this webinar ICMI and BoldChat by LogMeIn will share:

  • The keys to meeting  customers’ expectations during peak season
  • How to use a multi-channel strategy to handle high contact volumes
  • How you can provide effective real-time engagement with live chat

Join us for this interactive and informative hour filled with best practices, case studies, and live Q&A. Don’t miss this opportunity to get you ready to deliver great service for your busy season. 


Presenters
Ross Haskell
Senior Director of Products, BoldChat, LogMeIn

Ross is the Senior Director of Products for BoldChat by LogMeIn, leading product strategy, 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 marketing, product, and consulting positions at technology companies, including Visionael Corp., Green Mountain Energy Co., and Tivoli (an IBM company). He has a special interest - and nearly 20 years' experience - in translating consumer data into actionable insights for customer service professionals. Ross earned a BS in Marketing at Boston College and a MBA from Texas A&M University.



Moderators
Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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