Matthew Clare, Product Manager for Contact Center Solutions, invites you to join us at Call Center Week 2017 to learn about key ways to leverage digital transformation in your contact center. Attendees will receive a complimentary copy of the newly updated Customer Experience for Dummies, Second Edition, written by customer experience industry analyst Sheila McGee-Smith.
Video Transcript
“My name is Matthew Clare and I’m a Product Manager for Mitel’s Contact Center Solutions.
Today’s customer has not only a phone in their pocket, but the power of the entire internet at their fingertips. This means that they’re more intelligent than they’ve ever been in the past, they’re also more demanding than they’ve ever been in the past and, not only that, they have access to hundreds – if not thousands – of friends via social media platforms. And the impact on your business is more crucial than ever before.
For example, if you get an experience right, they are more likely to share that experience with their friends. However, the converse is absolutely true as well, so if you get a customer experience wrong, that could do more harm to your business. Gartner reports that customer experience and digital transformation are two of the hottest issues top of mind for businesses worldwide today, and there’s a good reason for this.
With all this change in the customer experience industry, companies are looking towards new, modern and digital tools that they can leverage to differentiate their customer experiences. Things like chat bots, artificial intelligence, big data analytics, and the Internet of Things. If you think about companies like Uber in the transportation business, AirBnB in the hospitality business, and Netflix in the entertainment business, these are all companies that found a really disruptive way to provide absolutely amazing customer experiences to their customer base.
On Tuesday, June 27 at Call Center Week 2017, Mitel will look specifically at how companies can leverage industry best practices for becoming a customer-centric organization, in order to break down the silos of the traditional call or contact center environment. We’ll also look at the best practices for integrating these new emerging technologies, so you can provide enhanced, differentiated customer experiences. And, as a bonus, all attendees will walk away with a complimentary copy of Mitel’s Customer Experience for Dummies, Second Edition Booklet, as written by customer experience industry analyst, Sheila McGee-Smith.”
