Endless Possibilities: The Contact Center Reimagined
October 14, 2013
If you’re a contact center leader, you already know about the innumerable challenges staring you down daily: staffing, wait times, complaints, slackers, regulations and more. You struggle to deliver consistent customer experiences across a wide range of channels—while adhering to organizational cost structures and regulatory compliance requirements.
Moreover, the contact center is typically managed as a cost center in which key performance indicators (KPIs) are often focused on agent productivity and efficiency instead of customer experience and customer satisfaction. What’s wrong with this picture?
To start, the focus might be on the wrong area. There was a time when the customer was No. 1, but some call centers have gotten away from that notion, to their great detriment. But there is hope for those willing to learn.
The multichannel, cross-channel customer experience can best be optimized by integrating channel support systems. And by fusing channel support data under a unified cloud contact center, agents can deliver more relevant and personalized experiences that can help transform the contact center from a cost center into a hub for delivering exceptional customer experiences. And isn’t that what everyone should be striving to do?
This type of agile and knowledgeable support structure breaks down communications silos to help boost customer satisfaction and drive business-performance gains.
In an upcoming webinar, two industry thought leaders will reveal the inside steps that decision-makers can take to transform the contact center beyond efficiency to effectiveness. Those two leaders are Kate Leggett, principal analyst at Forrester Research, Inc., and Madelyn Gengelbach, director of product marketing at call center services giant inContact. Hosted by Tom Hoffman (News - Alert), executive business editor at 1to1 Media, the speakers will explain how to:
Leverage technology to provide customers with consistent support
Unshackle the contact center from outdated technologies
Draw upon best practices from leading practitioners
Implement effective customer service
Can your call center benefit from such insights? You won’t know unless you attend this free webinar, on Wednesday, Nov. 13 at 1 p.m. Eastern. To reserve your spot and start learning new insights, click here.
Edited by Alisen Downey
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Every day contact centers handle millions of customer interactions via phone, web, email, SMS, web chat and social media.
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