Today’s customers expect to find answers and information about your company quickly and easily, with our without talking to an agent. Customer Service is changing and the technology to support the expected level of service has to match the individual expectations of customers. Todays consumer demands that we engage with them through their preferred channel when it's convenient for them. Great self-service is within reach!
This month's speaker, Brad Odom will give you a glimpse into the future of self-service platforms and how they provide a whole new, robust level of interaction. He will also share the results of a Convergys report on generational demographics and how they impact service expectations. You will leave with ideas you can put into practice including:
November 11, 2010
$30 Members / $35 Non-members
Brad Odom has over 15 years of experience in the Contact Center industry. He is a subject matter expert on performance management and workforce management solutions. He has given presentations at leading contact center conferences on performance management principles and how actionable information can transform results. He is currently the Director of Sales at Primas, a professional services and software firm focused on enhancing automated customer interactions.
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