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Contact Center of the Future - Are you Ready?

EdgeVerve Systems

Presented By: EdgeVerve Systems



Presented by Naresh Kothari, Sr. Director, Business Development, Edgeverve

May 11, 2016. Sign in to listen to the recording.

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About the Webcast

Customer care pundits have long speculated on the best way to enable businesses to deliver excellent service in a world of digitally savvy customers driving increasing contact volumes across a wide range of channels.

If you are exploring how to transform the contact and support center, join this webcast and learn best practices on how to improve multichannel collaboration and achieve the business results you want to achieve.

Join us as we discuss:

• How to drive customers to use self-service options - what do customers want, expect, and demand
• The total customer view – how to create the ‘all knowing’ agent by providing an easy-to-access  history of customer interactions and channels
• First call resolution – getting your customer to the right agent-with the right information-the first time
• KPIs – what is important to your business and to your customers.  Gain visibility into agent availability, SLA, and metrics that matter.

About the Presenters

Naresh Kothari, Sr. Director, Business Development, EdgeVerve Systems

In his present role, Naresh is responsible for designing solutions that enhance customer value through the use of technology. He also spearheads several initiatives that help enterprises enhance customer experience across channels. Naresh completed his engineering degree from Pune University and has over 17 years of experience in solution design, business development, program management and client engagement. He specializes in creating solutions to enhance customer experience for many leading companies. Naresh has established himself as a thought leader in the customer experience space. His thought provoking and business management articles have been featured in various trade and management journals including CustomerThink and Infosysblogs. Naresh has often been quoted by national and trade publications.