Because your call center’s agents directly interface with clients daily, they’re the most vital component of a successful customer experience. Whether for sales, support, collections or any other initiative, agents should be at the root of any customer experience strategy.
Unfortunately as new channels of information open up, the toolset available to your agents becomes increasingly inefficient and difficult to manage. Time and customers are lost as workers try to quickly pull information from disconnected applications, copy and paste across systems, and search compartmentalized sources for vital customer information.
Making everything work in unison requires a number of strategic alterations, systems conglomerations, and often staff education. That might sound like a tall order, but the result is an easier to manage call center and happier more effective workers.
To pull this off you’ll need some guidance, and we’re here to help. Join Vikas Nehru, vice president of Product Marketing with KANA and Kerry Bodine, vice president of Forrester (News - Alert) Research, on Monday August 29 at 1 p.m. EST for an informative webinar that discusses how to help your agents effectively digest all the information at their disposal. Titled, “Take Control of the Agent Desktop to Measurably Improve the Customer Experience,” the session will focus on simplifying the agent experience and improving overall customer service success.
Nehru has over 15 years of experience as a senior engineering, product management and marketing professional in the enterprise software industry. He has been deeply involved in leading the direction and strategy for KANA's innovative solution suite.
Bodine was instrumental in the development of many of Forrester's evaluation methodologies, including the Website Review, Phone (News - Alert) Agent Review, Kiosk Review, Blog Review, and Persona Review. Kerry holds a master's degree in human-computer interaction from Carnegie Mellon University and an undergraduate degree in cognitive science and psychology from Indiana University (News - Alert).
With the aid of these experts this informative session will help call center managers understand and combat the challenges their agents face on a daily basis. For more information on the webinar and to register, interested parties can visit: here.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.
Edited by Juliana Kenny