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Leading a contact center is more complex than it’s ever been. Traditional methodologies, metrics, and mindsets are under scrutiny as business leaders examine their relevance to the modern customer. New channels have emerged, technology has evolved, and customer expectations have shifted. Most customer service professionals realize this, but how should the contact center react to the changing landscape?
The dynamics of this “new normal” present an incredible opportunity for contact centers to provide stellar customer experiences. The true challenge lies in understanding what customers really want and expect from service interactions.
A few things you will learn during this webinar:
The contrast between what customers find important and what contact center leaders perceive as important to customers
Key customer expectations to consider when determining contact center priorities
The technology necessary for delivering seamless service
How contact centers today can excel at providing omnichannel service