Presented By: Frost & Sullivan and Calabrio
Date: September 29, 2011
 

Today’s consumer has access to a vast network of service options, many of which your service center many not control, including online forums, wikis, and informal peer communities, like Facebook and Twitter. The millennial generation has learned to communicate with their fingers and thumbs as much as their ears and mouths, and they are less likely to pick up the phone and call. Which raises the question: What is the fate of the contact center?

Join Frost & Sullivan and Calabrio as we discuss some strategies to address these would-be threats to the contact center we know today:
 

• How to be part of the corporate social media strategy rather than an alternative to it
• How to modernize the caller experience and provide consistency across channels
• How to track and share metrics so the corner office understands the value of the contact relative to more ubiquitous online alternatives

Register today and join us as our panel of customers and industry experts discuss trends, experiences and best practices for keeping the contact center relevant.