By 2020, customer experience will overtake price and product as the key brand differentiator with approximately 80% of executives expecting contact centers to play a key role in defining it.
But, while the majority of companies say they deliver "superior" customer service, only 8% of customers agree. So, where is the disconnect, and how can contact centers bridge the gap?
Join us for this webinar where we'll uncover the key challenges preventing contact centers from meeting customer satisfaction expectations and 6 ways to address them including:
- How to leverage each customer interaction to increase customer retention.
- How WFO can enhance employee productivity while increasing customer satisfaction.
- Simple methods to increase First Call Resolution rates.
And 3 additional approaches to help your contact center exceed customer expectations.
Who should attend: anyone seeking to understand the key hurdles facing contact center representatives as it relates to productivity, employee retention and the affect on customer experience.
Presented by Rodney Kuhn, CEO & Founder of Envision, and Raj Sharma, CEO of 3CLogic. This webcast will be available beginning February 17. Click here for more information and to register.