The multichannel swap shop: meeting the demands of the multichannel, multitasking customer.
14:30 PM - 15:00 PM | Nicola Millard - Customer Experience Futurologist, BT
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Based on her recent research, Dr Nicola Millard looks at how both customers and organisations can start to exploit the power of unified communications and multichannel strategies. She describes how to raise the customer experience to a new level by using appropriate technologies to manage non-complex queries. This lets the front line add to the bottom line by shifting them from simply processing calls to allowing them to add value to the customer experience through resolving complex issues, forging customer relationships and selling higher-value products and services. |
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