I’m excited to announce that I will be participating in a webinar next week (August 25) hosted by HfS Research. The webinar is titled “The Role of Contact Center in Omnichannel Strategy” and also features HfS founder Phil Fersht and research director Melissa O’Brien.
When enterprises answer the question about why to pursue an omnichannel strategy for customer communications, the simple answer is because customers expect to have seamless, personalized interactions, to communicate in many ways and with little effort– and these expectations are ever increasing. Any enterprise that wants to make its customers happy—and keep them—is making the creation of that experience a top priority.
The contact center plays a critical role in customer experience and executing an omnichannel strategy, with the potential to have major impacts on outcomes such as sales and loyalty. Executives face the challenge of making the right decisions and investments to impact these business outcomes, while looking beyond the concept of channel interactions to engage with customers in a personalized and consistent way.
I’ll be speaking about this with the HfS team and uncovering answers to questions such as:
- What is omnichannel? Does it exist? There is so much confusion about what omnichannel means today.
- How are contact center service providers shifting and adapting to the needs of their clients to help execute an omnichannel strategy?
- How can enterprises continue to evolve and refine their contact center operations in a rapidly changing omnichannel world.
Date and Time: 11:00 AM EDT – 12:00 PM EDT, Thursday August 25
Click here to register for the webinar