Moments of Truth: Key Trends that Impact How Your Call Center Delivers in the Clutch

Art Schoeller, Principal Analyst at Forrester Research, Inc., discusses workforce optimization trends that create value and impact the customer experience.

April 15, 2011

Call center agents hold the power of your brand promise in their hands. The moment of truth can be when customers need to talk to an agent after exhausting self-service options. Or, it can be the accumulation of experiences across all channels. As problem calls increase and interaction points expand, companies need to adjust their customer experience strategies to ensure agents are equipped to deliver great service and preserve customer loyalty. 

Art Schoeller, Principal Analyst at Forrester Research, Inc., discusses workforce optimization trends that create value and impact the customer experience.

In this webinar, you’ll learn how to:

  • Operationalize new workforce optimization trends throughout the call center
  • Address the impact of multi-channel and self-service
  • Avoid customer experience silos resulting from social media
  • Empower your frontline agents to preserve customer loyalty
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