There are some important questions you may want to ask yourself regarding your contact center and how you interact with customers:
- You’re meeting customers’ needs, but are you exceeding their expectations?
- Is the cost of each customer transaction as low as possible?
- Are you taking full advantage of each cross-sell or up-sell opportunity?
- Is Process Automation important to your organization?
Companies that have a single, enterprise-wide view of customers and a single, enterprise-wide view of resources answer “yes” to questions like these.
With today’s omni-channel customers changing the way businesses operate it is crucial to stay on top of customer service trends to ensure you are exceeding your customers’ expectations and providing the highest quality of service.
Altura’s upcoming webinar, Enterprise-wide Customer Service: Leverage Trends to Increase Contact Center Efficiency was designed to assist with supporting enterprise-wide customer service.
The webinar will be presented by Contact Center Specialist, Jim Lagger. Jim’s contact center expertise spans 30 years and he has been featured on various websites and blogs.
During this one-hour event, Jim will explain how traditional cost centers are becoming profit centers:
“It is CRITICALLY IMPORTANT in today’s business environment to have your customer service operation recognized as a Profit Center and NOT as a Cost Center. Profit Centers are considered strategic within an organization and will experience increased investment, whereas Cost Centers are considered overhead and subject to cuts.
The use of expert resources outside of the contact center is a key component of a successful customer service strategy. Leveraging these types of resources will drive to first contact resolution, shorter times to resolution and increased overall customer satisfaction. This will lead to an improved retention rate of current customers and an increased acquisition rate of new customers. This leads to growth as your customer service operation is valued as a Profit Center.” – Jim Lagger, Contact Center Specialist
Jim will also cover the growing trend of incorporating Artificial Intelligence, and integrating it correctly:
“The next major evolution of Customer Service Centers is the true integration of automated workflows based on real-time data. Artificial Intelligence without accurate data to make decisions to enhance customer care is just a cool new technology. To make AI a valuable tool, you must integrate to current, accurate and actionable data.”
Don’t miss this valuable upcoming webinar to learn how contact centers are becoming profit centers as we focus on increasing performance. All attendees will also receive a complimentary whitepaper: “Altura Best Practices in Customer Service.”
LEVERAGE TRENDS TO INCREASE CONTACT CENTER EFFICIENCY
Wednesday, Feb 27, 2019 2:00 PM – 3:00 PM Eastern Time
CLICK HERE to register now!