As customer preferences and expectations about how they interact with product and service brands evolve, the contact center plays an increasingly strategic role in supporting company growth. Customers demand flexible access options and expect seamless, effective, and personalized interactions every time they contact your team. Meeting those expectations requires organizations to invest in hiring, training, and engaging agents — and giving them the tools they need to deliver personalized support and solutions. At the same time, meeting customer expectations also requires identifying, prioritizing, and investing in automated solutions to augment human workforces.
In this discussion, our panelists will explore and illuminate:
- The current state of the customer experience
- Exploring evolving customer expectations
- How and where customers interact (and would prefer to interact) with customer support agents
- Automated systems, and how contact center managers must adapt workforce management, technology, and operational strategies in response.
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