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:
Click here to register and find out if you are "doing enough"?
Keith DawsonPrincipal Analyst, Information & Communication TechnologiesFrost & Sullivan
Janet PawlowskiBusiness Analyst – Speech AnalyticsAmerican Airlines
Matthew StormDirector, Innovation & Solutions, Corporate MarketingNICE Systems
Julie ColeBusiness Analyst – Speech AnalyticsAmerican Airlines