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Customer Experience: Reinvented.

In today’s competitive landscape, your customers have more voice and choice than ever before. No longer is a strong product or great pricing strategy enough to attract and retain customers. To compete for customers and win, companies need to change the way they’re providing customer support.

The webinar series Customer Experience. Reinvented, sponsored by inContact and presented by Enterprise Connect, brings together leading analysts from Forrester Research, Ovum, and Aberdeen Group to provide unbiased insight into the most critical issues surrounding the customer experience and its impact on your business and contact center.

1 Webinar Series—3 Thought-Provoking Topics—3 Leading Analysts.

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Delight Your Customers in Your Contact Center

Date:
Wednesday, September 25, 2013
Time: 10:00 am PT/1:00 pm ET
Duration: 60 minutes
Sponsored by inContact, presented by Enterprise Connect

Customers are empowered with more voice and choice than ever before. An unhappy customer can broadcast a poor customer service experience to thousands via social media impacting your brand image. In addition, the typical customer is armed with more information than ever before giving them competitive alternatives to address their specific needs. In this environment, the contact center plays an amplified and critical role in delivering exceptional customer experience. Join Omer Minkara from Aberdeen Group and learn how you can:

• Transform your contact center to better serve your empowered customer
• Effectively adopt a cloud contact center from organizations who have been there
• Create best-in-class programs to optimize your customer experience

Presenters:
Omer Minkara, Senior Research Analyst, Contact Center and Customer Experience Management, Aberdeen Group
Michelle Burrows, Vice President of Demand Generation, inContact

Moderator:
Eric Krapf, Co-Chair, Enterprise Connect & Editor, No Jitter

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AVAILABLE ON DEMAND:

Are You Delighting or Disappointing Your Customers? How to Map Your Customer Experience

Date:
Wednesday, July 31, 2013
Time: 10:00 am PT/1:00 pm ET
Duration: 60 minutes
Sponsored by inContact, presented by Enterprise Connect

Is your organization delighting or disappointing your customers? Do you have a clear understanding of your customers' needs and perceptions in their interactions across multiple channels? What must you change to ensure that your brand promise is reinforced at every customer touchpoint? Customer journey maps provide insight into these questions and enable organizations to see interactions from the customer's perspective. Understanding the customer journey is vital for organizations that want to reinvent customer experiences and dramatically impact customer loyalty. Join analyst Jonathan Browne from Forrester and learn how to:

• Plan a customer journey mapping exercise - for B2C or B2B environments
• Adopt the right tactics to create effective and useful customer journey maps
• Embed journey mapping into your organization’s customer experience improvement processes

Presenters:
Jonathan Browne, Senior Analyst, Forrester Research
Michelle Burrows, Vice President of Demand Generation, inContact

Moderator:
Eric Krapf, Co-Chair, Enterprise Connect & Editor, No Jitter
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AVAILABLE ON DEMAND:

Differentiate Your Organization through the Multi-Channel Customer Journey

Date:
Wednesday, August 28, 2013
Time: 10:00 am PT/1:00 pm ET
Duration: 60 minutes
Sponsored by inContact, presented by Enterprise Connect

Communication is changing constantly. Customers are becoming more comfortable using chat, email, communities and social media to interact. While these tools improve convenience for customers, they have made managing a contact center more challenging. How can you provide accurate information across all channels and ensure customers receive a great customer experience? Join analyst Aphrodite Brinsmead from Ovum and learn how you can provide differentiated service by connecting the customer interaction journey across all communication channels. You’ll hear:

• How your organization can more effectively support web-based channels (and why it is so important)
• How you can provide a connected experience, regardless of channel, while retaining context and continuity
• How you can use multi-channel information to share training and knowledge across different agent teams

Presenters:
Aphrodite Brinsmead, Senior Analyst, Customer Interaction, Ovum
Michelle Burrows, Vice President of Demand Generation, inContact

Moderator:
Eric Krapf, Co-Chair, Enterprise Connect & Editor, No Jitter