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Need a Multichannel Contact Center? Learn From the Best

By Rory J. Thompson, Web Editor

As businesses continue to realize the long-term benefits of a well-run contact center, they’re making the decision to step up their game. Problem is, most don’t know how to go about it properly and successfully. That’s where inContact comes in.

inContact’s cloud solutions for efficient call centers can help companies keep pace with their customers, while building memorable and lasting relationships with them. To that end, inContact is hosting a webinar on Thursday, June 27, titled “Laying the Foundation for the Multichannel Contact Center.”

In it, industry experts will spell out step by step how organizations can build their own multichannel call center to meet the increasing needs of business and the desires of customers.

“The number of touch-points into an organization continues to increase, and so do customer expectations,” the company said in a release. “Two of their [businesses’] key objectives are speed of service and service tailored to their needs. In fact, recent studies show that if customers don't receive assistance within minutes, they'll abandon that service channel. Many organizations are not equipped, however, to manage the increase in customer e-mails, voice, Web chats, and inquiries through social media; legacy systems and unskilled agents often prevent contact centers from evolving their environments to those that can enable agents to swiftly and accurately engage with customers in the growing number of channels.”

To that end, inContact is hosting this webinar to address all those issues and others that may arise. In the presentation, attendees will find:

• Applicable advice for hiring agile agents who are best suited for the multichannel, universal queue environment;
• Tips for training multichannel agents to stay up to date with the necessary skills to engage in all customer channels;
• Best practices for managing agents in a multichannel environment;
• Insights to successfully deploy a cloud universal queue.

Presenting during the webinar will be top experts in this exclusive niche, including Don Peppers,founding partner of Peppers & Rogers Group; Mariann McDonagh, CMO of inContact; and Mila D'Antonio, editor-in-chief of 1to1 Media.

Registration for theevent, which takes place on June 27 at 2 p.m. (EDT) is now open. If it’s time to take your contact center operations to the next level, this is one call you should definitely plan on making.