We will look to the future of contact center management - what you will need to know for 2017 and beyond. While technology will naturally take center stage, we will also focus on an element often ignored by contact center and CRM publications: what customers want. We'll cite research - as well as feature speakers - that can speak directly to changes in customer demand, and how those changes must impact operations moving forward.
Thanks to sessions with our end-user speakers, cutting-edge thought leaders, and Executive Report contributors, you'll learn how to make the most of self-service. You'll learn when to direct customers to the mobile channel -- and how best to serve them once they're there. You'll understand when offering live agent support is not acceptable but most valuable to the customer experience and to your operation. More importantly, we'll help you turn that knowledge into action.
This year, our specific emphasis will be day-to-day contact center management. Instead of offering preachy rhetoric, we'll reveal the specific actions you can take for conquering contact center challenges. From agent engagement, to performance management, to monitoring, to omni-channel integration, you won't just learn things you should do. You'll learn how to do it!
The interactions must happen on the customer’s terms. They must be cognizant of the customer’s distinct journey and tailored to the customer’s distinct profile. They must be efficient, yet wholly effective and always accurate. They must "just" satisfy. Through a series of keynotes, case study presentations led by end-user practitioners, interactive roundtables and exclusive content downloads, the *free* will empower you to deliver this efficient, effective, delightful, EFFORTLESS experience. You'll be ready to satisfy your customers -- on their terms!
Call Center IQ’s 2015 Customer Experience Online Summit, September 29-October 1, 2015, takes the conversation to the next, far more pivotal level: what does the omni-channel revolution mean for your overall customer experience strategy?
Relying exclusively on case studies, this event will uncover the specific strategies and technologies that will enable organizations to seamlessly—and cost-effectively—make the necessary transition. It will also do so with a reliance on UK-based brand stories and a focus on UK-based customers and trends.
For call center leaders being asked to rapidly transition to omni-channel, more successfully engage agents and dramatically boost customer-centricity, all within tight budgetary constraints, the future of customer management is intimidating.