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 The dynamics of customer experience have evolved, and the traditional strategy of relying solely on a toll-free number connecting customers to your call center is no longer going to cut it. Today’s consumer is increasingly mobile and convenience-driven, demanding to interact with businesses through channels such as SMS, web chat, email and social media.

This new mobile consumer raises a variety of challenges. Do you have the right people and technology in place to serve your customers through these channels? What impact does the status quo have on your customer loyalty and, ultimately, your bottom line?

Your supporting technology can make or break your customer experience strategy. There are pros and cons to both building out a premises-based infrastructure and taking your implementation to the Cloud. Join us on this webinar to explore the benefits and risks of each option as you evaluate which model best supports your business goals.

What attendees will learn:
  • What’s shaping today’s customer experience and what challenges does this pose to your business
  • The benefits and risks of a cloud- or premises-based solution for overcoming these challenges
  • The top business drivers for migrating your customer engagement model to the Cloud or investing in a premises-based implementation
  • The foundational requirements for a cloud-based customer engagement platform
  • How to measure the ROI of a cloud-based solution

Who should attend:
  • C-Level executives and department heads (President, CEO, CXO, CFO, CSO, VP, Director) in marketing, sales, etc.
  • Contact center management (Director/Manager of Contact Center, Operations, Customer Experience, Communications Customer Service, or Client Services)
  • Anyone with an influence on customer experience strategy

Presenters

Rebecca Wormleighton
Director of Product Marketing
Mitel


Brian Spencer
General Manager, Contact Center
Mitel

Moderator

Erik K. Linask
Group Editorial Director
TMCnet