About the Webcast
Organizations that actively focus on helping people solve problems quickly and easily are often the most successful at building customer loyalty. Such businesses take proactive steps to identify and correct the points in the customer journey that require the highest effort. Successful organizations guide customers to paths that make resolution easier, and find agents who can most effectively assist customers and better manage interactions.
This webcast will explore:
- How to provide a consistent, positive experience across all channels and how to into how enable the contact center to offer the right channel(s) at the right time(s) in the customer journey.
- The importance behind personalizing each customer experience with context.
- Many brands are challenged with the problem of “disconnected listening” – individual departments capture information from their particular interaction channel and don’t share it with their peers. As a result, insights are lost and customers leave for competitors. Organizations need to listen and then ACT on the data –a key to creating effortless experiences and what some are now terming “signature moments”.
- Best practices on how to empower your agents to better help your customers to have an effortless experience when interacting with your company.
About the Presenters
Annette Miesbach, Product Marketing Manager, inContact
Annette is responsible for product related marketing activities of the inContact Customer Interaction Cloud. Her focus is on Omnichannel Routing, including the inContact Omnichannel Routing Engine and Self-service IVR, the inContact My Agent eXperience™ (MAX) Agent interface and the inContact Studio Visual Routing Designer. She is also responsible for the Open Cloud Platform, in particular the inContact APIs and the inContact Pre-built Integrations. Prior to joining inContact, she has held various positions in both Product Management, Channel Support and Product Marketing both in the cloud and premise contact center industry, adding around 15 years of overall contact center experience to the discussion.
Brian Koma, Vice President & CX Practice Leader, Verint®
Brian leads Verint's Customer Experience practice and works with Verint customers around the world on programs that have been proven to heighten customer loyalty, reduce customer effort and advance advocacy. He also shares best practices on CX programs with professionals across the globe through speaking engagements, web seminars and other thought leadership channels.
Chad Hendren, Vice President and General Manager, CX Solutions, Virtual Hold Technology
Chad brings more than 20 years of expertise in contact center technologies, hosted solutions, software development, and telecommunications services. He has traveled the world extensively, further broadening his exposure to industry challenges and customer experience expectations. To-date, Chad has numerous patents relating to telecommunications and multi-modal interaction handling with an emphasis on efficient, effective service delivery. His educational background is Business Information Systems and Software Development. Chad joined Virtual Hold Technology to work with the team to advance Customer Outcome Management solutions.