Extreme Call Deflection - Utilizing your Digital Arsenal (Dude!)
Presented by Daniel Hong, Sr. Director of Product Marketing Strategy, 7
Live Date: June 14, 2016. PLEASE SIGN IN TO LISTEN TO THE RECORDING.
About the Webcast
While the phone still remains the most popular safety net for customer service, it’s not the consumer’s first choice. Today, 64% of consumers begin their journeys online, and over 70% will seek live agent assistance if they can’t get what they need done on the website. That’s 'hardcore'!
As companies shift a greater proportion of their customer interactions to digital, it’s important to optimize your digital and traditional channels in order to make it easier for customers to find the right information and have a better overall experience.
Listen as Daniel Hong, Sr. Director of Product Marketing Strategy at 7 discusses:
* How companies can achieve extreme call deflection without causing 'gnarly' customer frustration.
* Identifying key areas in your business segments where call deflection can be a 'radical' reality.
* How to connect the web and phone self-service channels to create 'boss' experiences that empower customers.
About the Presenters
Daniel Hong, Senior Director, Product Marketing Strategy, 7
Daniel has a wealth of experience in the customer experience industry. He was previously with Ovum Research, where he led their global Customer Experience & Interaction research and consulting practice and was responsible for the direction of contact center, self-service and customer experience research. Daniel has authored numerous reports, benchmark studies and articles, been featured in many publications was a consultant to Fortune 500 companies.