Presented By: Marshall Reed, Director Contact Center Solutions Avaya
On Demand: Live Date -August 2010

 
Today more than ever before, delivering an exceptional customer experience is a key element in growing and maintaining business. Unfortunately, many businesses are still making the critical mistake of not placing adequate focus on the customer experience, resulting in unsatisfied customers - or even worse, lost customers.

In a recent survey conducted by Avaya, contact centers admit that up to 25% of customer data is lost with agent transfers. The result? Your customers are frustrated with the need to repeat information; and their satisfaction with your company declines.

Learn how context, the value of interaction as shaped by the knowledge of the customer, plays a key role in delivering a high quality end-to-end customer experience, as well as how to create a seamless bridge between the contact center and the enterprise to achieve the ultimate experience. Additionally, we demonstrate a closed loop process that will enable your business to adapt and react effectively in order to further increase the quality of the customer experience. You will come way with an understanding of how to how to drive end-to-end Experience Management by leveraging six crucial components that will set you apart from your competitors.