Re–evaluate Your Contact Center Infrastructure for Maximum ROI

Monday July 8th, 2013 11:00 AM EST/ 8:00 AM PST

Stop! Your contact center infrastructure plan is out of date! Forrester data shows that 75% of consumers move to another channel when online customer service fails. However, only 35% of brands have or are planning to integrate their customer service channels in the next 12 months. There is an undeniable disconnect in consumers’ multichannel service expectations and how brands are managing and providing multichannel customer service. Did you know that:

• The chat channel’s high customer satisfaction ratings are right on the heels of the most preferred customer channel, voice?
• The ability for the agent to see cross-channel customer interactions--current and historical — has never been more important for achieving customer excellence?
• The best-of-breed approach to supporting a set of diverse channels has slipped in favor of having all channels integrated into a consistent suite?
• The ownership of social interactions, mobility and voice of the customer initiatives is being shared more than ever with the contact center?

The world of contact center infrastructure planning is changing. Today’s tech-savvy, smart-device addicted consumers are making sure of it.

Join Forrester’s Art Schoeller, Principal Analyst Serving Application Development & Delivery Professionals and Keith McFarlane, CTO for LiveOps Platform, as they address the topics above, and discuss the best approach to re-evaluating and adjusting your contact center infrastructure plans today for a greater ROI in the long run.

Presenters:

Art Schoeller
Principal Analyst Serving Application Development & Delivery Professionals, Forrester Research

As principal analyst at Forrester Research, Art Schoeller supports Application Development & Delivery Professionals who plan, build, and run unified communications and contact center workloads for enterprises.

Keith McFarlane
CTO LiveOps Platform

Erik K. Linask
Group Editorial Director, TMCnet

Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications. Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.

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