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Tuesday, February 10, 2015 02:00 PM EST / 11:00 AM PST
 
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 Use Proven Best Pracitces with a proactive outbound approach to increase your desired inbound activity and increase service levels. Engage customers with relevant and valuable information, then guide them through the next steps via self-service in their preferred channel rather than flooding your contact center with inbound calls.

Attendees will learn:
  • The proper proactive outbound approach
  • What are the modern expectations from self-service
  • What channels do customers want/need/expect
  • How to bypass customer frustration with better self-service tools
  • What customers are looking for in self-service tools
  • How to smoothly transition between agent-assisted and self-service
  • How to drive traffic to self-service channels
  • What should I keep vs. what needs improvement from my current self-service approach

Who should attend:
  • Contact Center Managers
  • Business Owners
  • Decision Makers
  • Customer Experience Managers

Presenters


John Cray
VP Product Management
Enghouse Interactive



Randy Cooper
Director of Technologies
IAT SmartDial, an Enghouse Interactive company


Moderator

Stefania Viscusi
Editor
TMCnet