Three-part webinar series discusses the importance of delivering addressable, repeatable customer experiences and best practices across the contact center
Research continues to find many brands still aren’t getting customer experience right. As more consumers choose to connect through digital channels, the mandate is for contact centers to have the flexibility and visibility to each customer experience by breaking down the silos of information related to each customer. To provide guidance on how to address this challenge, Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, today unveiled its Elevating the Customer Experience from Your Contact Center webinar series focused on how contact centers can disrupt the traditional way of supporting customers.
The three-part webinar series features industry experts from leading research firms Forrester Research, McGee-Smith Analytics, and Nemertes Research, who will provide insights and tips for creating a best-in-class customer experience throughout the entire customer lifecycle. The series kicks off on Wednesday, June 5, with the first webinar, “Reduce Agent Turnover and Improve Customer Experience with Workforce Optimization.” It will focus on the decision points contact center leaders should consider when implementing WFO capabilities, along with the potential benefits of improved agent and customer experience they can expect.
More details and registrations for the series, including:
- Wednesday, June 5: Reduce Agent Turnover and Improve Customer Experience with Workforce Optimization with Robin Gareiss of Nemertes Research
- Wednesday, June 19: Breaking Down Enterprise Barriers to Improve Customer Experience with Sheila McGee Smith of McGee-Smith Analytics
- Wednesday, July 10: How to Design Your Contact Center to Be Customer-Centric with Art Schoeller of Forrester Research
“The digital revolution is changing both the expectations of today’s tech-savvy customers and the way enterprises manage customer engagement. However, the fact that organizations still aren’t getting it right should be a concern for customer-focused brands,” said Michelle Burrows, CMO of Serenova. “It’s critical for organizations to provide their contact centers the right processes and tools to solve customer issues quickly and intelligently. We’ve designed this webinar series to put our audience directly in touch with leading experts to learn actionable steps they can take within their contact center to create better customer experiences that can directly impact their brand.”
Serenova’s webinar series is designed for executives and contact center directors or managers who want to understand the changing landscape of customer experience and the role of the contact center. The webinars are open to registrants as a series or individually, and each can be viewed as a replay presentation after the live event at www.serenova.com/resources.
Serenova has transformed the customer experience. Over a decade ago, the company realized technology didn’t exist that could deliver immediate, consistent, and exceptional service. So, it created a true cloud contact center solution that could. The result is the ability to unify everything from customer engagement to quality management to analytics. This single source of truth provides global brands insights about customer information and experiences as they pivot between channels such as SMS, voice, or Facebook messenger.
Whether it’s technology, healthcare, or retail, brands from all industries come to Serenova for its global coverage and deep integrations into the business systems used every day. Why is this important? It creates the opportunity to keep pace with customers by quickly scaling up across the enterprise or out geographically. Recognized by analysts such as Forrester and Gartner, Serenova is committed to building on an 18-year legacy leading the way in cloud-based contact center innovations. To learn more, visit www.serenova.com. For live updates, follow @SerenovaShine.