Presented By: Darren Kunkel, Director of Product Management, West Interactive;  Elizabeth Osborn, Senior Director of Product Marketing, Genesys; Featuring Kate Leggett, Senior Analyst, Forrester. 

 On Demand Date: August 2012 

Changing consumer behavior is forcing organizations to redefine the experience they deliver to their customers. Over the past two years, telephone use has dropped as consumers have embraced other communications technologies, such as mobile apps and mobile Web, chat and social media. These types of communication give consumers more voice than ever before, and companies that want to succeed are discovering that they must respond in two ways: by offering their consumers more and seamless communication options, and by improving their contact centers to ensure that they can respond to customers promptly.

West Interactive and Genesys commissioned Forrester Research to conduct a Technology Adoption Profile (TAP) to understand how customers use various channels to communicate with the contact center. The findings included the following:

•            Accountability for the customer experience is increasingly shared, and the effect is profound as consumers are using an increasing number of communication channels for customer service.

•            Enterprises are investing in the customer experience, but barriers to implementing new communication channels remain.

•            Increasing consumer demand for emerging communication channels make new management approaches compelling.

•            Even though most contact centers today are self-managed, outsourcing may be a viable option to mitigate many of these barriers in order to improve customer service.

Even though organizations have realized that they must adapt their contact centers to incorporate emerging and evolving types of communication, actually implementing these can be a challenge — particularly if they wish to do so without adding silos and to provide a seamless customer experience. Listen to this webcast where we’ll discuss how contact center transformation allows organizations to overcome such challenges as they modernize their contact centers.