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Workshop - Does Your Contact Center Make or Break the Customer Experience?


Presented By: West

Presented by Dan Gordon, SVP, Strategy and Development, West Interactive

Live Date: October 25, 2016. SIGN IN TO LISTEN TO THE RECORDING.


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About the Webcast

Every time your customer interacts with your company, it adds or detracts from their overall experience. Each interaction matters—from transactional exchanges to high-impact moments. Your contact center is a critical point in that customer journey.

During this interactive workshop, we’ll help you evaluate the experience your current contact center provides, as well as look into the many ways you can improve your customer journey and take your customer experience to the next level. We’ll review critical elements of your current platform, including channel capabilities, self-service, agent performance and mapping a customer journey.

In just one hour, you’ll have a better understanding of how your contact center currently stacks up. Download the worksheet, fill it out, and have it handy as you listen to the recording. At the conclusion of this workshop, you’ll have a chance to score your worksheet for an honest assessment of where your contact center stands.

About the Presenters

Dan Gordon, SVP, Strategy and Development, West

As senior vice president of strategy and development for West, Dan spearheads go-to-market strategies for innovative customer experience and technology integration solutions. He leads a team at West that handles marketing, acquisition, business development and offer management to design, implement and manage initiatives that help enterprises effectively engage their customers across any number of channels.

Dan has more than 25 years of experience developing successful marketing, sales and growth strategies for the business process outsourcing and advertising industries. Before re-joining West in his current role, he helped build one of the Midwest’s most respected retail advertising agencies, owned and operated his own business, and led marketing and brand management for one of the largest receivables-management organizations in the U.S.

He holds a degree in business economics and finance, with a minor in psychology, from the University of Notre Dame. He and his family currently live in Omaha, Nebraska.