Why Real-Time Context is Critical to Driving Proactive, Effortless Customer Experience
Presented by Monique Bozeman, Virtual Hold
On Demand Date: September 2015
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Do you know …
Who was on your website yesterday?
Who is on your company mobile app now, and has tried unsuccessfully to call you?
What your customer is trying to accomplish on your site?
How long you are making them wait on hold?
How often they call, and need to repeat their information?
What the next best step for them is, and is it operationally feasible for you?
These questions define your customers’ historical and real-time activity.
Listen to this webcast where we’ll compare and contrast typical customer experiences across multiple channels with what dynamic, context-based customer engagement looks like and provide a roadmap of incremental steps you can take to start delivering on the promise of effortless customer interaction.
Monique Bozeman is responsible for the development and execution of Virtual Hold’s product marketing strategy. She has over 20 years of experience in voice, speech, CTI, CRM, call center, document management, and email management technologies and applications. Her experience includes working as industry consultant and serving in various vendor roles where she provided companies with underlying information to assess new market opportunities and assisted them in strategically positioning products and refining and targeting their marketing efforts. She has consulted for some of the largest vendors in the contact center space as well as start-ups, and has held senior-level marketing roles at VoiceObjects (Aspect), Genesys, Kana Software, and FileNet (IBM).