Striving for call center greatness seems simple enough – keep a constant outlook on the industry trends and changes that lead to better performance. Unfortunately, it’s harder than it sounds. Managers and executives are inundated with recommendations, but lack clear direction on which processes and technologies to change first.
The call center industry experiences continuous change in terms of business requirements, new technologies and increased customer expectations. The objective is to maximize customer satisfaction and increase revenue, while minimizing cost.
What are the top drivers of contact center satisfaction?
Organizations that focus on customer satisfaction will experience higher loyalty and a greater likelihood that consumers will recommend their brand. What do you need to know and how can you achieve these outcomes?
Gain the insights you need and discover which steps can lead to better contact center performance. Join this enlightening panel discussion on February 27th at 2:00 PM ET and watch the LIVE conversation unfold! You’ll have the opportunity to tap into the minds of experts as we discuss the future of the call center for 2014.
We answer these questions and more:
- Customer engagement vs. customer experience… meaningful distinction?
- Is there no stopping the cloud?
- Has social media jumped the shark?
- Is WebRTC going to make a real impact on call centers?
- Plus so much more!
Who should watch:
- VP’s & Directors of Customer Service
- VP’s & Directors of Contact Centers
- VP’s & Directors of Web/Social Media
Pricipal Analyst, Commfusion
Senior Analyst & Founder, Opus Research
Principal Analyst, Customer Interaction, Ovum
Independent Industry Analyst, J Arnold & Associates