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This webinar was originally broadcast on:
Thursday, October 17, 2013 02:00 PM EDT / 11:00 AM PDT
 
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 Contact centers are not called call centers anymore for a reason…and it’s getting even more challenging as mobile device users expect anytime chat, email, text and phone contact. If that’s not enough, they expect to be able to hop between channels with the burden on you to keep track of their digital and audio “breadcrumbs”.

Yet, the phone continues to reign as Forrester Research shows only 33% of consumers would prefer to use online service versus talking to a live agent. In the midst of digital disruption driven by cloud, social, mobile, and web technologies how do you prioritize investments to effectively manage your customer’s cross channel journey? Attend this webinar to learn from Forrester Research and VoltDelta about:
  • What is the current state of consumer channel preferences for service?
  • What technology and agent procedures should be considered to prevail in a multi-channel world?
  • How do you capture blended channel customer journey data to analyze and better optimize your resources and boost competitiveness?

Presenters

Art Schoeller
Principal Analyst
Forrester Research


Steve Chirokas
Vice President of Marketing
VoltDelta


Moderator

Rachel Ramsey
Web Editor
TMCnet