As a professional in the customer service, customer experience or call center space you can no doubt relate to hearing the term “multi-channel”. Maybe you’ve considered a multi-channel strategy, maybe it’s in your future plans, or perhaps you’re one of the 30% of organizations who has actually implemented it (good for you!).
Regardless of your experience level, questions around executing and maintaining a multi-channel strategy are on your mind. According to Call Center IQ, 88% of organizations are multi-channel; however customers rate their experiences on multiple channels as very poor.
Why is multi-channel customer service important?
Who better to answer that question than the experts themselves? Gain the insights you need and discover which steps can lead to better multi-channel performance.
Join this enlightening panel discussion on July 17th at 3:00 PM ET and watch the LIVE conversation unfold! You’ll have the opportunity to tap into the minds of experts. Tweet your comments and questions to @Fonolo with hashtag #MCHANGOUT, or comment on our live conversation streaming on YouTube or Google+.
- What’s the right balance of resources between channels?
- How do you adapt to the preferences of the next generation of consumers?
- How do you maintain a consistent experience across multiple channels?
Who should attend:
- VPs & Directors of Customer Service
- VPs & Directors of Contact Centers
- VPs & Directors of Web/Social Media
Senior Analyst at Forrester Research
Principal Analyst, Customer Interaction, Ovum
Principal Analyst at The Unified-View
Independent Industry Analyst,
J Arnold & Associates