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Webinar Series Explains Reinvented Customer Service

By Mae Kowalke, TMCnet Contributor

A strong product or a great pricing strategy is no longer enough. To attract and retain customers who can more often than not find an alternative online, it is important to deliver a compelling customer service experience.

“Contact Centers that want a competitive advantage need to understand that customer service needs to be reinvented,” said Mariann McDonough, chief marketing officer for 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.”

With that in mind, a new webinar series, “Customer Experience. Reinvented,” is showing businesses how to stay ahead of the competition through cutting edge, superior customer service.

Sponsored by inContact and presented by Enterprise Connect (News - Alert), the series began in July with a session on mapping the customer experience, “Are You Delighting or Disappointing Your Customers? How to Map Your Customer Experience.” This session, which can still be heard by registering for the webinar and accessing the recording of the event, was led by senior Forrester (News - Alert) analyst Jonathan Browne and showed how to plan a customer journey mapping exercise, adopt the right tactics to create effective and useful customer journey maps, and embed journey mapping into an organization’s customer experience improvement processes.

Photo courtesy Shutterstock
The next webinar in the series takes place Wednesday, August 28 at 1 p.m. (EDT), and focuses on the multi-channel customer experience. Titled, “Differentiate Your Organization through the Multi-Channel Customer Journey,” it will be led by Ovum (News - Alert) senior analyst of customer interaction, Aphrodite Brinsmead. It shows attendees how an organization can more effectively support Web-based channels (and why it is so important), how to provide a connected experience regardless of channel, and ways to use multi-channel information to share training and knowledge across different agent teams.

The series wraps up on Wednesday, September 25 at 1 p.m. (EDT) with a webinar on “Delight Your Customers in Your Contact Center.” Led by Omer Minkara, who is senior research analyst for Contact center and customer experience management at the Aberdeen (News - Alert) Group, the session explores how to keep customers happy in an age when they are armed with more information and complain more loudly when their needs are not met.

The session will help contact centers transform into centers that empower customers, show how to effectively adopt a cloud contact center from organizations that have been there before, and demonstrate how to craft best-in-class programs to optimize the customer experience for a business.

Those interested in the free webinar series can register here.