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Smarter, Not Harder: Why Some Contact Centers Thrive in the New Normal


Air Date: November 18, 2020
Time: 2 pm ET
Presenters:

Nicole Lawler , Roy Atkinson

Moderators: Andrew Gilliam
Sponsor:
Bold360 by LogMeIn

Watch the webinar video below.


Join us on Wednesday, November 18, at 2:00 PM ET for an interactive and informative hour where we will help your team thrive regardless of what the future holds.

It has been an exciting year for customer experience. Consumers dramatically changed how they buy and how they reach us for help, and companies innovated quickly to meet new operational requirements and launch new services to meet demand. Only time will tell when shuttered services return to operation, but we can be confident that the world has irreversibly changed. We've all learned new and better ways of getting things done, and consumers have, too!

Customers are increasingly reaching out on their channel of convenience, expecting empathetic and personalized, when and where they need help, without delay. Organizations must carefully balance responding to increased demand while controlling costs and optimizing scarcer resources. Contact centers also face renewed challenges to train, retain, and engage agents in disconnected environments. We have one choice: innovate or perish. This webinar will help your team thrive regardless of what the future holds.

You'll walk away understanding:

  • Why self-service is imperative to modern customer care, and how to take on or transform your self-service program
  • How knowledge management lays the foundation for effective customer service and enables future self-service offerings
  • Changing customer channel preferences and the factors that drive customers to new avenues of engagement
  • The impact of cutting-edge technology on contact centers' ability to achieve desired service levels while controlling costs

Reserve Your Spot!


Presenters
Nicole Lawler
Nicole Lawler
Senior Product Marketing Manager, Bold360 by LogMeIn

Nicole is the Senior Product Marketing Manager for Bold360, LogMeIn’s AI-powered digital engagement solution that allows companies to engage smarter with customers and employees. Nicole helps to drive the value of the customer engagement solution globally. Before LogMeIn, Nicole held Product Marketing roles at PTC and AspenTech.

 

 

Roy Atkinson
Roy Atkinson
CEO and Principal Advisor, Clifton Butterfield, LLC

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf.

His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.



Moderators
Andrew Gilliam, ICMI Featured Contributor
Andrew Gilliam
Associate Analyst , HDI & ICMI | Informa Tech

Andrew Gilliam is a passionate Customer Experience innovator and change agent, with a background in IT support and customer service. He now serves as one of ICMI's in-house subject matter experts, writing and speaking about trends and best practices in the Contact Center industry. Before joining ICMI, Andrew was among their 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years.

Join Andrew (@ndytg) for #ICMIchat on Twitter, Tuesdays at 1 ET/10 PT; connect with him on LinkedIn; discover more at andytg.com.

 

 


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Topics: Customer Experience, Best Practices, Knowledge Management