How Contact Center Agents + Digital Channels Drive Engagement
In a blog post last week titled The Role of People in the Digital World, Verint’s Steven Thurlow, vice president and global practice leader, engagement management, discussed how companies and organizations have adapted to a digital world, allowing customers to research, shop and get help online at their convenience.
Steven made the important point that many of these digital channels still require human intervention of some sort including live chat, email response, social media engagement, or other channels. He also outlined why contact center agents are often the most critical element of providing an excellent customer service experience—and also how agents help differentiate an organization’s brand.
Do you want to learn more about the role of people in the digital world? New research is out from Esteban Kolsky, founder and principal of thinkJar Research, on the latest trends in global customer service and what it can mean for your customers and your organization.
Tomorrow, March 5 at 1 p.m. ET / 10 a.m. PT, Esteban will present his newly published third-year study on global customer service channel adoption trends. Discussions will include:
- The growing popularity of mobile as a channel and what this means for your organization
- The rise of chat and why it has grown year over year.
- The primary social channels that are actively in use and how companies are measuring their impact
- The factors that influence and drive companies to invest in customer engagement.
To join Esteban and Verint’s Kelly Koelliker, director, solutions marketing, for this webinar, click here to register. You’ll also get a glimpse into the latest developments and thinking in the industry, including the impact of mobile and social, and the implications as organizations move to a model of true multichannel service. If you’d like to learn more about customer engagement solutions from KANA, a Verint Company, there are some great blog posts here. For more insight from Esteban Kolsky, check out the thinkJar blogor follow Esteban on Twitter at @ekolsky.
The post How Contact Center Agents + Digital Channels Drive Engagement appeared first on Customer Experience Management Blog.
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