What Future-Proofing the Contact Center and Customer Experience Means in 2024 and Beyond
Thursday, June 27, 2024
2:00 PM Eastern Daylight Time
1 hour
Register Now
Customers are increasingly demanding seamless support and service across all channels in a secure way: chat, email, voice, video, SMS, etc. Yet many contact centers still prioritize voice as the core of their interactions. This results in a subpar customer experience (CX).
In fact, according to new CCW Digital research, only 17% of consumers surveyed said they experienced a consistent experience with a brand across sales and service channels. As a result, customers end up repeating their verification information, answering the same questions multiple times, and experiencing friction in their buying or support journeys.
The best time to start future-proofing your contact center was five years ago. The second-best time is now.
An ideal CX might start with self-service provided by a conversational, secure AI. If additional help is needed, the transition to a human agent must be seamless, with all the context of the current conversation intact. This creates personalized, meaningful conversations that truly address the customers’ needs.
Future-proofing also means effectively utilizing your agents—fostering greater agent engagement and satisfaction and freeing them up to focus on higher-value or revenue-generating conversations.
Empowering supervisors with an array of tools that increase visibility and insights, automate QA, monitor for sentiment, and aid in agent coaching is also essential to a future-ready contact center.
This webinar will detail the ways you can empower employees, reduce churn, streamline operations, and—best of all—wow customers.
We will cover:
- What changing customer expectations mean for the way we build our service operations and manage agents
- How to deliver frictionless, personalized, predictive, and proactive experiences across all touchpoints
- How to implement AI-enabled and digital-first experiences without replacing the human touch
- What employees and supervisors need to thrive now and in the future
Speaker:
Brian Cantor
Principal Analyst, CCW Digital
Brian is Managing Director, Digital at Customer Management Practice. In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s series of special reports. Additionally, he serves as managing editor for CW Digital, is the largest web publication and community for customer experience professionals. CCW Digital’s articles, commentaries, infographics, executive interviews, webinars and online events reach a community of over 150,000.