Presented By: Michael Kropidlowski, Product Marketing Manager, Aspect Software Inc.
On Demand. Live Date: April 22
Listen to this webcast to understand unified communications strategies for the contact center. Learn why first call resolution is so important and how improving customer-facing business processes with complete visibility and control will contribute to your bottom line. Enable your businesses to seamlessly extend those processes beyond the traditional boundaries of the contact center to reach knowledge workers or subject matter experts in the enterprise in order to enhance collaboration.
A recent poll of contact center managers and agents found that 10 percent of all customer interactions can only be properly resolved by taking them outside the contact center and into the enterprise. While improving productivity and streamlining processes can be viewed as continuing challenges, enhancing the customer experience has only more recently been recognized for its ability to differentiate excellent companies from the merely good.
This webcast will provide you with an in-depth look at how to improve your customers’ experience! Learn how unified communication strategies will enable organizations to route interactions to enterprise experts based on presence and willingness and why this is important in terms of the bottom line. Understand that generating enterprise-level reports of these interactions and utilizing workforce management to forecast expert demand will enable your business to seamlessly extend beyond the traditional boundaries of the contact center.