They Don't Just Call Anymore! What you can do to overcome the multi-channel challenge.
Thursday October 17, 2013
TIME: 2:00 PM ET/ 11:00 AM PT
Contact centers are not called call centers anymore for a reason...and it's getting even more challenging as mobile device users expect anytime chat, email, text and phone contact. If that's not enough, they expect to be able to hop between channels with the burden on you to keep track of their digital and audio "breadcrumbs".
Yet, the phone continues to reign as Forrester Research shows only 33% of consumers would prefer to use online service versus talking to a live agent. In the midst of digital disruption driven by cloud, social, mobile, and web technologies how do you prioritize investments to effectively manage your customer's cross channel journey? Attend this webinar to learn from Forrester Research and VoltDelta about:
- What is the current state of consumer channel preferences for service?
- What technology and agent procedures should be considered to prevail in a multi-channel world?
- How do you capture blended channel customer journey data to analyze and better optimize your resources and boost competitiveness?
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.
Art Schoeller's 35 years of experience spans the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping them establish their early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications.
Vice President of Marketing
Steve Chirokas is Vice President of Business Unit and Partner Marketing for VoltDelta in North America. Steve is responsible for branding, lead generation, communications and channel marketing efforts for the OnDemand and Service Provider Solutions business units. Steve has provided marketing leadership at organizations including SpeechCycle, Convergys, SpeechWorks, Process Software, and Brooktrout. Steve holds a Marketing degree from Stonehill College and a Master of Business Administration from Bentley University.
Rachel Ramsey is a TMCnet Web Editor, contributing news items and feature articles on a variety of communications and technology topics. Rachel has previously worked in PR and communications at The Wriglesworth Consultancy, an award-winning London PR firm. She has also contributed to the creative services department at CBS 3 and The CW Philly in Philadelphia.