Webinar Week Series: Customer Contact

How do you make good decisions when everything is changing? Whatever the product or brand promise, everyone has an expectation when it comes to consistency and effort. How do you measure them and deliver actionable information that drives a business case for change?

Come learn how forward-thinking practitioners are using advanced data, tools and techniques to cast new light on tried and true business principles.

Key Take-Aways:

• Insight on the metrics that matter – where are the gaps in traditional measures as they affect customer effort and experience
• Guide to why all the data matters … use corroborating sources to guard against misinformed analysis; watch out for patterns that reveal lowest common denominator rather than best practice by majority of service professionals
• Blueprint of how are the benefits realized by the business, IT and the customer – focus on application of the data; what are the planned outcomes for IT, business, employee & customer

Scott Merritt

Vice President, Global Head of Automation
Jacada

Meet the 8 Customer Service Automation Bots Rescuing Customers & Employees.

Key Take-Aways:

• The 4 pillars of great customer service & the missing piece in the puzzle
• Harmonize & elevate disparate systems in days versus months. Rip & replace NOT required
• The 8 customer service automation bots you need to recover, rebound and reimagine

Social distancing measures have made it critical for contact centers to find new ways to handle an unprecedented volume of inbound & outbound calls without disrupting the customer experience. Discover how contact centers across the U.S. have found success navigating these challenging times, while keeping customer experience top-of-mind.

Key Take-Aways:

• Use Case: A major inbound call center used pre-answer authentication to improve efficiency and create a frictionless customer experience
• The drawbacks of Knowledge-Based Authentication (KBA) and the negative effect on the customer experience
• Use Case: Outbound call centers that have dramatically improved right-party contact rates

Our world is upside down! The COVID-19 crisis has challenged us in many ways, but it also has given us an opportunity to re-examine the way we do business. Our old self-service strategy was upended, and we have done our best to react to the dramatically and rapidly changing environment. Now that we (hopefully) are approaching a new normal, what are we going to keep doing? Stop doing? Start doing?

Recovery is critical to adapt to the new normal. Join us as we explore how you can adapt to deliver the self-service options your customers now expect.

Key Take-Aways:

• Lessons learned during the crisis
• Critical factors to consider for future self-service strategy
• Insight on how to develop a new self-service strategy
• A framework to get started on mapping and delivering CX in the new normal

Contact centers are in the middle of an extraordinary and volatile time, and changes occurring with shifting employees to work at home may stay as the new normal. Given the current situation and eventual changes that will take place in the markets, organizations need to make transitions as smoothly as possible.

Through this webinar, we will share customer case studies and provide best practices to ensure organizations:

Key Take-Aways:

• Continue to run efficiently
• Stay on track to perform at a high level
• Provide operational flexibility to reinforce an engaged environment where employees can manage their work and the changes around them, with limited stress and effort