February 27, 2013
TIME: 2:00 PM ET/ 11:00 AM PT
The traditional approach to address changing customer expectations has been to add customer service channels such as voice, IVR, email, web, social in a siloed, knee-jerk fashion. This approach is outdated and creates too many gaps in the conversation, ultimately frustrating consumers.
Forrester data shows that there has been a shift in channel usage, particularly towards digital and social. Forrester data also shows that only a third of the companies actually succeed at fulfilling customer expectations for communicating via multiple channels.
What's needed is a strategy that enables one, consistent conversation with consumers, regardless of channels. How do you get there?
Register Now for this webinar. We’ll address this question with help from Principal Analyst at Forrester, Kate Leggett and provide new insights on how to:
- Consolidate your customer service channels
- Future proof your contact center architecture
- Develop a customer centric strategy and differentiate your customer experience