“By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.” (Source – Gartner).
Have you heard the phrase, “Look where you’re going”? It’s 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:
- How to empower agents and customers with consistent information regardless of contact channel.
- How to begin integrating social channels into your service model (which may include “first Tweet resolution”).
- Mobile customer support – Where do you begin?
- Use quality and performance measurement to design a better customer experience.
- How to start automating your contact center processes.
Join us for an informative look at where the future is going and how to thrive, not just survive, in the next seven years.
