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We all appreciate quick service that will save us time in challenging times. Customer empowerment is more valuable now more than ever. Companies know that self service must add value for the customer in addition to cost savings. Moving past IVR’s, FAQ’s and surveys, self service technologies have expanded to include chatbots, video tutorials, online forums, voice assistants, mobile apps and more. Learn how to deliver a seamless self-service experience that empowers your customers.
An employee-centric culture is key to achieving good customer experience. In today’s environment, it is critical to actively engage your workforce despite distance and uncertainty. Each department interacts with the customer in a different part of the lifecycle and has tools, data, and touchpoints optimized for that particular touchpoint. With most organizations working remote, this panel will highlight a few proven principles for successfully managing people (both customers and employees) through crises:
To weather challenging times and achieve business continuity, virtual capabilities need to be utilized for efficient communication between businesses and customers. It is critical to understand your customer journey and the evolving requirements to deliver a unified, streamlined experience across any device or channel. Join Jennifer to learn more about how a true digital leader designs and drives successful digital adoption.
The operational context of the contact center has shifted drastically. Agents no longer have real-time human support from peers or leaders to successfully serve customers. Contact center leaders were forced to quickly understand the evolved needs of their frontline employees in the new virtual environment and support them in a meaningful way. In this quick-fire Ignite session, Andrea will share specific automation strategies that worked for her agents and leaders to provide assistance, emotive tools, and the real-time support required for agents to effectively serve customers.
Resolving customer service issues before they arise significantly lowers customer abandonment rates. Join this group as we unpack AI’s relevance for customer service and how to prioritize AI and data integration across customer service operations.