Expert panel: Three technologies to minimise customer effort
Presenters: Andrew Small, VP, unified communications and contact centres, and Dr Nicola Millard, Head of customer insight and futures
The biggest challenge for both consumer and B2B companies is to create that single, simple, seamless experience across all channels.
The right technology is important, but reducing effort for all involved is the real key. This means unifying multiple contact centre systems and channels and aligning business needs and technologies. Only then can you truly understand customer behaviour and give agents the information they need to do the job. That way you reduce frustration for both, minimise the effort needed to achieve objectives and provide a better experience at a lower cost. Watch our webinar to know how we can help you minimise customer effort and transform customer experience to differentiate your brand.
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- Andrew Small, VP, unified communications and contact centres, BT
- Dr Nicola Millard, Head of customer insight and futures, BT
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