9 Disruptive Forces That Can Derail Your Customer Experience

Flavio Martins, VP of Customer Support at DigiCert, Inc. joins Intradiem to discuss how to manage the disruptive forces that can derail any customer experience program.

April 5, 2014

There are disruptive forces at work that can derail any customer experience program. Social influence, engagement, access, awareness, and time need to be managed to sustain customer experience efforts. And, contact center professionals know better than most about the forces that interfere with the customer experience: A skilled agent sits idle in the wrong queue while customers continue to hold... A winter storm causes outages and keeps agents from work...the list goes on... 

Watch this webinar archive, featuring guest speaker Flavio Martins, VP of Customer Support at DigiCert, Inc. to learn:

  • What disruptive forces work against your customer experience processes
  • How planning can prevent disruption from destroying the customer experience
  • How you can use disruptive forces as an opportunity to engage with customers
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