Back to the Future: Customer Experience Then, Now and Beyond

Creating a work environment that fosters agent engagement (and happiness) is great, but just having happy and prepared agents is no longer good enough to consistently deliver an exceptional customer experience. Forrester's Art Schoeller explains what you need to do consistently deliver a superior customer experience.

November 12, 2014

In the contact center world, customer experience is, or should be, king.  While the impact of creating a work environment that fosters agent engagement (and happiness) is obvious, having happy and prepared agents is no longer good enough.

This interactive webinar features guest speaker Art Schoeller of Forrester Research, Inc., who explains what you need to do consistently deliver a superior customer experience. 

This webinar will highlight:

  • The state of the customer experience, then, now and in the future
  • Keys to staffing, creating and maintaining the omni-channel contact center
  • The latest in CX measurement
  • Overcoming barriers to creating happy agents and happy customers
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