Learn 5 Practical Steps to Catapult your Contact Center through the Next Wave of Customer Expectations

"By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human." (Source –Gartner).

Have you heard the term "look where you're going"? Usually referring to someone who isn't paying attention, right? In the case of 2020, and Gartner's prediction, the phrase takes a different meaning; contact centers need to look where they are going with customer interactions. It wasn't very long ago that offering web chats was "state of the art". Fast forward a few years and the "just text me" generation will soon make up a majority of your customer base>

So, how do you prepare?

After watching this webinar, you will walk away with 5 practical steps you can start doing today to catapult your contact center through the next wave of customer expectations:

    1. How to empower agents and customers with consistent information regardless of contact channel. 
    2. How to begin integrating social channels into your service model (which may include, "first tweet resolution"). 
    3. Mobile customer support? Where do you begin? 
    4. Use quality and performance measurement to design a better customer experience. 
    5. How to start automating your contact center processes. 
Join Steve McKinney for an informative look at where the future is going and how to thrive not just survive in the next 7 years.


About the Speaker

Steve McKinneySteve McKinney is the Customer Experience Solution Designer for CPI in Indianapolis, IN. He is responsible for Contact Center Solution Consulting, Sales, and System Design for Oracle RightNow Cloud CX systems. In his 23 year career in Contact Centers, Steve has sharpened his skills and expertise working with Organizations such as Convergys Corporation, RightNow Technologies, Uniden America, Dish Network, Hewlett Packard, and the United States Air Force.

Steve has been the subject of articles and received awards in 1 to 1 Magazine and Call Center News. Steve has the unique insight of both operating contact centers and deploying the technology that is used to make them Industry Leaders.

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"By 2020 customers will manage 85% of the relationship with an enterprise without interacting with a human"
"2020 Imperative " – Gartner

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