We live in a culture that thrives on choice. We have hundreds of TV channels to choose from, dozens of options of what to have for lunch, and plenty of ways to express ourselves, especially when dealing with businesses. Nowadays, in addition to picking up the phone and calling our cable provider or bank, we can interact with those companies via Twitter or Facebook, use their company websites or mobile apps, or even send SMS messages in some cases. But, while all of these channels are useful to consumers, they can cause headaches for businesses trying to run contact centers. How, then, can companies deal with the frustration of living in a multi-channel world?
The fact of the matter is this trend is not going away anytime soon. Recent research from Forrester shows that there has been a significant shift in channel usages toward digital and social channels. But the same studies show that only one third of companies are succeeding at fulfilling customer expectations for communicating across multiple channels. Clearly there is a disconnect here.
Fortunately for companies that are struggling with this problem, there is good news. Genesys Labs will be hosting a free webinar on this very topic. “Ending the Multi-channel Frustration: Insights into Delivering Exceptional Multichannel Customer Service” will take place at 2:00 PM Eastern time on Wednesday, February 27, 2013. It will feature Kate Leggett, principal analyst serving application development and delivery professionals at Forrester Research, and Keith Pearce, VP of solution marketing at Genesys. During the webinar, interested parties will learn how to consolidate customer service channels, future-proof contact center architecture and develop a customer-centric strategy to differentiate the customer experience.
For more information on the event, click here.
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