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There was a time when a call center was simply a place for customers to call in to, to get a question answered. But these days, a call center is also your brand, representing you, your company and all you stand for. So it stands to reason that you’d want your call center to be everything it can be. When a customer (or potential customer) calls in, you’d ideally like them to be so blown away by the professional service they receive, that they become a brand ambassador for you. Really: Is that how it is at your call center?

If you’re honest with yourself, you’ll admit that yesterday’s call centers were built around organizational needs and processes, rather than the meeting the needs and expectations of today’s customer. With the exponential growth of communication channels and the manner in which customers now expect to do business, your existing call center infrastructure is quickly becoming obsolete. Don’t feel badly; with the spread of technology and social media, it’s happening across the board. And there is something you can do about it.

On Wednesday, April 16, Genesys (News - Alert) – a global multi-channel customer experience and contact center solutions leader – will be hosting a webinar to address this issue and others surrounding it. The 2 p.m. EST (11 a.m. PDT) presentation titled “Building a Customer-Experience-Driven Contact Center” will guide those who need a hand in taking their call center to the next logical level.

Co-hosted by Kate Leggett, principal analyst at Forrester (News - Alert) Research, and Reed Henry, CMO at Genesys, the webinar will teach attendees how to:

• Drive innovation using new technology to streamline the customer journey;
• Create seamless cross-channel conversations to lower customer effort and eliminate repetition; and
• Reduce contact center TCO and increase agility while driving innovation in Customer Experience.

“In today’s global competitive marketplace, companies are struggling to differentiate their brand. One proven strategy that your company can invest in is improving the customer experience,” Genesys said in a release. “The adoption of new technologies such as speech analytics and WebRTC can improve the customer experience to help your organization gain competitive advantage, meet compliance requirements and increase revenue in 2014 and beyond.”

Does that sound like something you’d benefit from? If so, click HERE to reserve your spot. There’s no time like the present to start planning for the future.