Wednesday, October 22, 2014
2 PM Eastern / 11 AM Pacific
Customer Service Journeys most often start online and many of these interactions wind up in the contact center. According to the Corporate Executive Board, 58% of callers to the contact center visit a company’s website prior to calling the contact center.
Moreover, customers today use multiple digital channels, devices and sessions during the course of their overall journey. The biggest challenge for contact centers is to see digital interactions the same way customers do – as one omnichannel conversation. This leads to high customer effort and reduced customer satisfaction.
Register for this webinar. You will learn:
- Best practices for designing a consistent omnichannel customer journey
- How to empower your agents with a single view of multichannel conversations
- How to deliver a seamless omnichannel experience and reduce Customer Effort
Can’t make the live event? Register anyway. We will send you the recording afterwards!
Presenters:
Lisa Abbott
Director,
Product Marketing
Genesys
Janelle Matthews
Vice President,
Business Consulting
Genesys
