Customer interactions are becoming more immediate and transparent across more channels. At the same time, each channel is becoming increasingly connected and sophisticated. Contact centers that started with infrastructure phone-based agents are finding it challenging to shape the customer experience as customers expect more seamless integration of their experience across channels and more personalized service from each interaction.
 
Join Frost & Sullivan and Microsoft Tellme to examine the alternatives to traditional agent-centric technology deployments and evaluate a new customer-centric approach.  During this 60-minute complimentary eBroadcast, we’ll explore:

  • How customer needs and expectations are evolving
  • The causes of today's customer care model and trends leading to a transformation
  • Key strategies to transition and differentiate your customer service

Keith Dawson
Principal Analyst, Information & Communication Technologies
Frost & Sullivan


Marc Tamres
Director of Product Planning
Microsoft Tellme




All registrants will receive a copy of Frost & Sullivan's Executive Summary titled “Dynamic Customer Needs: Winning Strategies for Next-Gen Care”.
Look for it on the lower left-hand side "Resources" section once the OnDemand Presentation is launched.

 

 

 

 

 

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