How to Design a Customer-Centric Call Center

Elevating the Customer Experience from your Contact Center

The customer experience movement is taking hold in many enterprises, allowing them to better differentiate their products and services for competitive advantage. As enterprises strive to offer a more customer-centric call center experience, they must incorporate organizational and operational change into their contact center architectural design.

In this 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 superior customer-centric experiences.
• Enable seamless transitions between self-service and the contact center

About Art Schoeller

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

About Forrester Research

Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology. Forrester works with professionals in 17 key roles at major companies providing proprietary research, consumer insight, consulting, events, and peer-to-peer executive programs. For more than 28 years, Forrester has been making IT, marketing, and technology industry leaders successful every day. For more information, visit www.forrester.com.