Five Reasons to Join the July 10 Webinar, “How to Design Your Contact Center to Be Customer-Centric,” with Forrester Research

By Michelle Burrows | July 9, 2019

The customer experience movement is rapidly taking hold in many enterprises. Is your contact center there yet?

Customer experience that truly differentiates is a strong competitive advantage. But to get it right, brands must incorporate organizational and operational change into contact center architectural design. Certainly not an easy task—especially amid the daily  leadership challenges of improving efficiency metrics, training and engaging agents, and reversing the tide of attrition.

Fortunately, there’s help.

Join our Wednesday, July 10, webinar for guidance and perspective from our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, on how you can move toward a more customer-centric contact center that delivers greater customer satisfaction and competitive differentiation. This is the final presentation in our series “Elevating the Customer Experience from Your Contact Center,” which includes compelling and practical industry insights from a lineup of three of the most influential analysts covering the contact center industry right now.

In this week’s webinar, you’ll learn how to:

  • Incorporate comprehensive journey maps to prioritize customer experience-focused people, process and technology investments;
  • Develop contact center architectures in line with today’s requirements for delivering customer experiences; and
  • Enable seamless transitions between self-service and the contact center.

In preparation for the webinar, I learned more about the research and insights that Art is planning to share. Here’s a preview of what I found to be the top five most thought-provoking takeaways you can expect from the webinar:

  1. Customer Service Spans the Entire Customer Journey

 Good customer experiences start even before customers buy. Proactive customer service can help guide a customer to the right purchase, set the right expectations, increase their confidence in the purchase and position them on the path to a positive experience once they’re using the product or service.

  1. The Impact of Automation Is Still Coming

 Forrester’s research indicates most contact centers are not yet reducing headcount or experiencing decreases in interaction volumes as a result of increases in automation and self-service channels.

  1. Differentiation Will Come from Personalized Service Delivered by Human Agents

 Automation and AI that mimics agent actions—data entry, for example—and frees up agents to create genuine human connections is where the real magic happens and contact centers can truly leverage the benefits of technology and innovation.

  1. Omnichannel: Blending and Shifts Enrich Experiences

 Leveraging true omnichannel for customer service—including visual IVR and phone-call-to-chat—interactions that are seamless deliver on the promise of enriched, exceptional customer experience.

  1. Eradicate Silos for Optimal Experiences, Competitive Differentiation

 Silos of applications are crippling agents’ efforts to provide excellent customer experiences. Satisfaction suffers and handle times increase.

Art’s presentation is packed with details on these insights, as well as more trends, data and best practices for designing a customer-centric contact center. We’ll also leave ample time for your questions. We’re looking forward to sharing and connecting on July 10. Register to reserve your seat here.

Recordings of the first two presentations in the “Elevating the Customer Experience from Your Contact Center” webinar series are available on demand now:

Breaking Down Enterprise Barriers to Improve Customer Experience with Sheila McGee-Smith of McGee-Smith Analytics

Reduce Agent Turnover and Improve Customer Experience with Workforce Automation with Robin Gareiss of Nemertes Research

 

 

 

 


Michelle Burrows is Chief Marketing Officer at Serenova, where she leads the company’s global marketing strategy, brand development, communications and demand generation. Prior to Serenova, Michelle was Vice President of Marketing and Analytics at Comcast Business, leading the customer loyalty contact center. Prior to Comcast, she served as Vice President of Demand Marketing for inContact (NICE inContact) and held key leadership positions at Rally Software (CA Technologies), Verint Systems and Genesys Conferencing (West Corporation).