Ensuring Consistent Omnichannel Performance with WFO

WHAT YOU'LL LEARN: How to determine which channels the contact center should support. Budgetary and resource requirements to consider before adding channels. Three ways to ensure consistent service delivery across channels. WHO SHOULD ATTEND: Contact center directors and managers. Customer service directors and managers. Customer experience directors and managers . . .

Jun 23

Let Me Do It Myself: The Rising Importance of Self-Service and New Consumer Expectations

What do you think of when you think "self-service"? Static Interactive Voice Response menus? Endless loops? Working your way to an agent only to have to repeat all the info you just provided? Think again. Advances in technology, the proliferation of mobile devices and new interaction channels are creating the ideal environment for rich, personalized self-service interactions. The new self-service . . .

Jun 23

Smart Customer Service In A Multichannel World

The customer journey is defined by moments, and brands are often defined by how they handle them. Yet a myriad of circumstances, expectations, and disconnected technologies undermine the ability for many organizations to seize those moments. Learn some of the top challenges afflicting the contact center today and some best practices to smartly support customers in an evolving multichannel world. J . . .

Jun 24

Six Best Practices for Effective Chat Operations

Making chat work for your company can prove to be more challenging than you expected. You were told that concurrency would be as high as 3.0, that every chat would equal a deflected phone call, and that you could re-train your voice agents to the chat channel in 4 hours or less. . . .

Jun 25

Unleash the Voice of the Customer
 

Today's technological advancements offer organizations insight into customers' needs and wants. See how listening to the voice of the customer, more importantly, tracking key trends and sharing that information enterprise-wide, can be easy with the right tools. . . .

Jun 30

Connecting Customer Experience with Revenue Growth & Profitability

Historically, investment in CX initiatives has been hard to measure, difficult to sustain and costly to implement. This new, ground-breaking Economist Research Report finds that investment in CX is directly and positively correlated with C-level engagement and business performance. Get the latest insights on the correlation between business performance and CX, uderstanding regional differences - a . . .

Jul 1

Roundtable - Workforce Management
 

Calabrio, CallDesign, Verint and Workflex Solutions will offer guidance on using such tools as contact scheduling, intraday reports, agent self-service capabilities, performance tools, schedule adherence monitoring and time-off administration. . . .

Jul 9

Connecting the Digital Experience
 

The #1 technology trend prioritized by businesses today is customer demand for emerging channels. Meanwhile 72% of customers are frustrated with inconsistent service across channels. Technology is a new reality for our customer's experience and it's time for the contact center to connect the digital experience with the contact center experience in order to gain insight into the real points of fail . . .

Jul 14