Register online at: http://bit.ly/OMNIchannelCX
Yesterday’s simple phone call to a contact center or business location is rapidly becoming today’s interaction session, spanning multiple channels and devices. The customer journey may contain voice and digital, agent assisted and self-service, inbound and outbound channels. Customers interact with you in the contact center, or online, or at the Point of Sale. At the same time, customer expectations start to reflect the outstanding service they get when interacting with customer service giants, from Amazon to Zappos.
If you are neither Amazon nor Zappos, but still are interested in how Omnichannel can help you to improve your customer service, this webinar is for you. We will share NICE inContact research that sheds light on how today’s customers use channels, which channels they prefer, and how satisfied they are with their service experiences. An enterprise end user–Robert M. Caro of Vivid Seats–will provide best practices and advice based on using Omnichannel Session Handling in their Customer Service group. And Robin Gareiss of Nemertes Research will share her valuable research and perspective on technologies and channels that improve both customer and agent experience.