Juanita Coley (CEO & Founder, Solid Rock Consulting)
Location: Sun D
Date: Tuesday, March 28
Time: 4:00 pm - 4:45 pm
Entire Event Orlando - Monday-Thursday, Tues - Thurs Conference Orlando -
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Contact Center/Customer Experience
Vault Recording: TBD
From social media accounts to self-service kiosks, customers have more ways to connect with an enterprise than ever before, pushing the boundaries of where the customer journey begins. However, these new and emerging ways of communicating are often outside the purview of what we consider today's contact center. In this session, a leading consultant flips the script on delivering a digital-first customer experience and explores why today's contact center needs to be everything and everywhere, blending traditional technologies with non-traditional communications methods. Additionally, she will discuss how creating positive human experiences – for both the agent and customer – is a crucial part of a holistic customer experience strategy.
- Understand how customer experiences that happen at least partially outside the walls of the contact center may impact contact center decision-making
- Learn how taking a holistic approach that factors in traditional contact center technologies and non-traditional methods can lead to an improved customer experience
- Why it's crucial to blend contact center AI and human agents to deliver a better, more personalized customer experience
- How workforce management (WFM) and workforce optimization (WFO) factor into this holistic customer experience vision