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00497b Happy Agents Happy Customers
TUESDAY, JUNE 11, 2013
5:00 AM PT / 8:00 AM ET / 1:00 PM GMT
The real challenge in delivering an exceptional customer experience lies in delivering consistent service across multichannel touch points and in providing the contact centre agent with a holistic, unified view of customer data and interactions. This becomes very difficult in today's world where most companies' contact centre systems are a mass of disconnected technology that results in an inconsistent and often times frustrating customer experience.

Join Richard Snow, VP & Research Director from Ventana Research and Siobhan Payet, UK Director, LiveOps, as they present several compelling findings from Richard's recent Agent Desktop research that support the notion that empowering your agents with an integrated multichannel desktop including voice, email, chat, SMS, FB and Twitter will improve the customer experience and the business bottom line.

Here's What Attendees Will Learn:

  • How customer channel preferences are changing and so are customers' expectations.
  • Why many organizations have been so slow to adopt unified agent desktop technology.
  • How the deployment of an integrated multichannel agent desktop can improve overall agent performance, satisfaction and retention.
  • How improving the agent experience results in a better customer experience and better customer lifetime value.
  • That a truly integrated multichannel desktop in the cloud, like the LiveOps Engage solution, is best poised to deliver these improvements in the fastest and most cost effective way.
Audio is streamed over the Internet, so turn up your computer speakers!
David Myron
Editorial Director
CRM magazine
Richard Snow
VP & Research Director
Ventana Research
Siobhan Payet
UK Director
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