We all know how important the customer experience is to the success of our business. But we need to ask ourselves daily – “Are we doing enough”? Are we looking around, outside our trenches, for new ideas and techniques that can help us in-the-moment and prepare us for the rising expectations of the customers of tomorrow?

Listen to Frost & Sullivan, American Airlines and NICE Systems as they help us first, ask the right questions and second, get new answers by exploring an innovative concept in the realm of customer interactions: real-time interaction management. Many companies have opened the door to customers through a wide perimeter of contact channels. They’ve also become adept at layering applications on top to manage agents and operations (like onboarding, training, analytics and intelligent workforce scheduling). But the competitive advantage is being able to affect the interaction and optimize it as it is happening – something that very few contact centers have mastered.

During this complimentary OnDemand eBroadcast we will discuss:

  • What achievements to expect from your business
  • How this concept is being implemented in real life
  • Closing the data loop to ensure that the actions you take with your customer today will determine how you reach out to them tomorrow.

Click here to register and find out if you are "doing enough"?


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



Janet Pawlowski
Business Analyst – Speech Analytics
American Airlines

Matthew Storm
Director, Innovation & Solutions, Corporate Marketing
NICE Systems



Julie Cole
Business Analyst – Speech Analytics
American Airlines

 

 

 

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