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Four Trends That Are Defining the Future of Customer Service

 Presented By: LiveOps

Presenters: Kate Leggett, Analyst, Forrester Research, and Ann Ruckstuhl, CMO, LiveOps  

On Demand Date: April 2013 

Organizations that excel in customer service usually ensure that their agents, processes and technology are optimized to perform well at all times. By continually evaluating shifting trends in customer behavior these organizations are able to stay ahead of the myriad of challenges facing their agent community and ensure that through a better agent experience they can deliver a better overall customer experience.

Kate Leggett, Principal Analyst from Forrester Research and Ann Ruckstuhl, CMO at LiveOps, review four of the hottest trends that are helping to define the future of customer service today and how you can stay ahead of them.

What You Will Learn From This Session:

• Channel preferences are changing rapidly and agents need to be trained to handle more interactions more rapidly across more channels.
• Agile service is becoming more important than multichannel service and how the concept of “pivoting” interactions is becoming increasingly more common in leading customer service organizations.
• Customer Service is moving from cost center to differentiator and how customer lifetime value is directly related to agent experience.
• SaaS solutions for customer service, like LiveOps Engage, are becoming more popular as cloud adoption in customer service continues to increase at a rapid pace.



liveops.kateleggett    Kate Leggett  

Kate is a Principal Analyst with Forrester Research and she is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.

liveops.ann     Ann Sung Ruckstuhl  

Ann is Senior Vice President and Chief Marketing Officer at LiveOps responsible for end-to-end global marketing and evangelizing the benefits of cloud contact center technology. With more than 15 years of experience in building successful software and service businesses at Symantec, Sybase (an SAP company), eBay and Hewlett-Packard, Ann has played a critical role in transforming multichannel customer service, social collaboration, cloud backup, enterprise mobility, Internet payments and distributed computing. Ann is a frequent speaker on consumerization of IT, cloud computing and marketing automation.



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