Contact centers purchase and develop different applications to address varied business and process needs with the end goal of making users productive, customers satisfied and their business more profitable. At first, these applications typically meet their needs well, but as time goes on, these applications no longer fully meet their purpose. The contact center changes, new processes and procedures are identified, and new, more complex, compliance rules and requirements have to be implemented. This results in an agent environment where the customer interaction takes a backseat to technology resulting in lower user productivity and a negative customer experience. The challenge now becomes how to turn each customer interaction into the best customer experience and consequently, increased customer value.

Join Cicero to learn how you can improve efficiency, effectiveness, and operational Insight using true customer interaction management leveraging your existing technology.

What Attendees will learn:

• Why the ‘Interaction’ IS the Experience
  and why it is vital to your contact center
• What Customer Interaction Management
  (CIM) can do for your contact center
  and the bottom line
• How true CIM delivers more productive
  users and an improved customer experience

Who should attend?

• Leaders focused on delivering a differentiated Customer Experience
• Call Center Business and IT Decision Makers Responsible for the Customer Experience,
  Costs, and Profitability
• Business Process Outsourcing Leaders