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inContact Webinar Series To Focus on 'Customer Service - Reinvented'

By Raju Shanbhag, TMCnet Contributor

In today’s competitive environment, a company’s customers have more options available to them than ever before. A strong product or great pricing strategy is no longer enough to attract and retain customers.

inContact has announced that it will be offering a three-part webinar series that will mainly focus on the reinvented customer service. The webinar will feature high-profile industry analysts, the company said.

The webinar is proud to be partnering with analysts from companies such as Forrester Research, Ovum (News - Alert), and Aberdeen Group, and will offer important pointers for contact center professionals as they learn the critical aspects of catering to increasing customer expectations.

Those expectations are changing, but they can be satisfied by offering numerous touch points, an inContact spokesperson said. Contact center leaders will learn how to scale to support multiple channels, important issues for both company executives and contact center managers. The idea is to help them understand the changing landscape of customer service and suggest strategies and techniques to meet these new challenges.

Interested attendees can register either for the whole series or for individual presentations, which will take place successively in July, August and September. They can attend it live or can replay it after the webinar has been recorded.

The webinar will focus on the changing communications preferences of the customer, and explain how contact center agents can handle these changes. It will also help them in providing accurate information across all channels.

“Contact Centers that want a competitive advantage need to understand that customer service needs to be reinvented,” said Mariann McDonough, CMO of inContact. “Brand loyalty is a thing of the past. Customers will go with the company that can provide them with the type of service they want, through the channel they want, when they want it,"

Recently, a business process outsourcer (BPO) chose inContact to combine an increasing network of agents who offer customer support services for the telecommunications industry.