Learn How to Create a Successful Multi-Channel Roadmap for Your Contact Center
When someone says "multi-channel," do you break into a cold sweat thinking about the last time you had to learn a new remote control for your television?
We may struggle with switching between multiple channels at home, but the marketplace has adapted well to multi-channel. In fact, your customers want multiple ways to reach out to you – not just by phone, but by email, chat, and through social media. Does your contact center know how to efficiently deal with those multiple channels? Which ones are you adding in 2014?
After watching this webinar, you will walk away with
- Knowledge on different channels customers are using and the technology that helps you support those channels.
- Insights on how to build a multi-channel business case.
- A real-life example of how a business is successfully implementing and using multiple channels for their customers.
Join Todd Marthaler for an informative and practical look at Multi-Channel Technology and the positive impact it will have on your customers and your business
About the Speaker
Todd Marthaler is a 20 year veteran of the contact center field and a Contact Center Solutions Consultant with Interactive Intelligence.
Before joining Interactive, Todd was a Business Analyst and Client Services Manager for a top Interactive Intelligence Partner. Todd has managed several multi-channel and multi-site contact center operations with Fortune 500 Companies in the retail, hospitality, utility, and service verticals. Todd has a passion and focus to positioning the companies he services to deliver the ultimate customer experience. He has expertise in IVR and Call Flow Design, Workforce Management Implementation, Workflow Optimization, Operations Management, Quality Assurance and Voice of the Customer programs.
Todd has been an active speaker at Interactive Intelligence Partner Conferences for the past five years, a recent speaker at the ICMI Conference in Atlanta and has been a panelist at conferences held by the Society of Consumer Affairs Professionals.