Live Discussion: Top 3 Questions About Multi-Channel Customer Service

Top 3 Questions About Multi-Channel Customer ServiceAs 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+.

We answer these questions and more:Watch Now

  • 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

The Panelists:

Ian Jacobs Ian JacobsForrester

Senior Analyst at Forrester Research

Twitter: @iangjacobs



Keith DawsonKeith DawsonOvum

Principal Analyst, Customer Interaction, Ovum

Twitter: @keithdawson



Art RosenbergArt RosenbergThe Unified-View

Principal Analyst at The Unified-View

Twitter: @artrosenberg



Jon ArnoldJon ArnoldJ Arnold & Associates

Independent Industry Analyst,
J Arnold & Associates

Twitter: @arnoldjon



Shai Berger Fonolo

Shai Berger

President, Fonolo

Twitter: @shaiberger