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The Contact Center Transformation Is Happening
The Contact Center Transformation Is Happening
  WEDNESDAY, SEPTEMBER 18   10:00AM PT / 1:00PM ET  
   
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The explosion of mobile and social communications is shaping a rapid transformation of the enterprise contact center to adapt to a new consumer behavior that demands "Myway" customer service anytime, anywhere, and on any device. This phenomenon is creating new business dynamics, and challenges, forcing enterprise contact centers to invest in new technologies in order to react to new consumer demands. But how do you keep up with the ever-changing world of customer interactions, and deliver a differentiated customer experience to set you apart from your competitors?

Join Melissa O'Brien, Research Analyst, WW Contact Center Services at IDC and Vince Pham, Director of Product Management at Salesforce.com as they explore the key factors in transforming the contact center to meet today's challenges, and prepare for tomorrow's opportunities. George Matar, Senior Director of Product Marketing, LiveOps will also join to discuss how this transformation is being enabled by the contact center in the cloud.

In this webinar, we'll address three key trends shaping contact center transformation:
  • Customers are mobile and social: Learn how to get closer to your customers by using the right multi-channel customer service solution.
  • Contact centers are moving to the cloud: The Cloud can deliver significant business benefits with access to latest innovative technologies.
  • Agent experience directly impacts customer experience: Combine your CRM with a multichannel customer interaction solution to empower agents to deliver a personalized experience.
Audio is streamed over the Internet, so turn up your computer speakers!
 
MODERATOR
David Myron
Editorial Director
CRM magazine
PRESENTERS
Melissa O'Brien
Research Analyst, WW Contact Center Services
IDC
Vince Pham
Director of Product Management
Salesforce.com
George Matar
Senior Director of Product Marketing
LiveOps
 
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