Out of concerns for their health, consumers are shifting an increasing percentage of their interactions from stores and restaurants to Web sites and mobile apps. In response, companies that traditionally sought to distinguish themselves through in-person service are now touting the safety and convenience of contactless alternatives to experiences such as shopping and dining. Yet rather than reducing the need for customer care, the pandemic reveals why a contact center is more essential than ever for ensuring a company is able to serve and, ultimately, retain customers.
In addition to taking charge of how companies communicate with customers, contact center leaders are rethinking their approaches to hiring, training, and scheduling agents. Amid a proliferation of chatbots and other tools that can simulate interaction with customers, contact center leaders need to anticipate circumstances when automated communication will suffice while planning for circumstances that require customers to connect directly with agents.
By attending this forum, you will learn how contact center leaders: