Say it with me: “My name is ___ and I have an accidental contact center.” Acknowledging these things is the first step toward recovery.
The experience your customers have interacting with your brand may not be the one you set out to create. Communication technologies, people’s preferences and customer service expectations have changed so much in the last decade and it has been understandably tough to keep up.
People are engaging with voice, Web, email, SMS, live chat and social media – interchangeably, with smartphones, PCs, tablets, cars, and even fashion-forward Apple Watches that apparently have potential to wrangle more than $10K each. (Ouch!)
Contemporary contact centers are pushed to not only touch several channels, but maintain, optimize and personalize them. Fortunately, we have ways of exploring what your customers see to help confront challenges and, ultimately, deliver a better experience, in the right ways, with the level of attention they expect.
I’ll be speaking about this very subject on March 18th at the 25th annual Enterprise Connect conference in Florida.
March 16-19th, West is all fired up to join fellow market leaders, industry execs, technology innovators and customer experience experts at the Gaylord Palms in Orlando in discussing emerging communication technologies.
This year there are more than 60 sessions and workshops offered and 150+ exhibitors sharing the latest ideas, equipment, software and services. While I definitely hope to see you in the Exhibition Hall at 12:30pm on March 18th, your accidental contact center is just one part of the puzzle we’ll be piecing together next week. Visit EnterpriseConnect.com to learn more about the event and register.
Are you going to be there too? Find West at booth 1005, throughout the conference and exhibition.
I’d also encourage you to connect with me and some of our experts in cloud-based communication solutions, including Dan Arntz, Andy Bird, Jody Kistaitis, Mike Snyder and Julie Wajda. Reach out to schedule a meeting and, as we get closer to Enterprise Connect 2015, join West Interactive in conversation on Twitter and LinkedIn.