Customer demand for a seamless omni-channel experience is growing, and many businesses are struggling to balance the need to integrate social, with a drive for increasingly personalised customer contact. To flourish in today’s highly competitive marketplace businesses must adapt, have a deep-rooted strategic rethink of their customer engagement models and offer personalised service at scale. The latest research shows that 35% of all contact centre interactions are now digital and if this growth continues it will overtake telephone contact by 2017.
This webinar is designed to help in-house and outsourcer teams better understand how you can Improve your end-to-end customer experience, Utilise Voice of the Customer to drive process improvements, Efficiently scale up your social customer service provision, Reduce the cost to serve and demonstrate the ROI of integrating social media and Protect your investment in legacy systems and deploy the right social customer service app.
Watch & listen to industry expert Mark Lockyer, Senior Consultant at IP Integration and Sentiment’s Leon Chaddock, about how the effective integration of social into the omni-channel experience can reduce cost to serve and deliver significant customer experience improvements.
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Contact Centre Audit