Recorded On: August 20, 2013

The customer service landscape is changing. Customers are dictating how they want to interact with customer service and the phone in some cases is the last channel of choice. It is now a multi-channel environment and customer service leaders are going to need to change their thinking in how they work with customers and how they measure productivity.

Watch this webinar to learn about:

  • Why analytics are no longer a luxury, but essential.
  • How changing customer behaviors are dictating the need for analytics.
  • What the fastest growing channels for customer contact are… and the phone is not one of them!
  • Why it’s no longer just about driving efficiency—businesses need a balance between efficiency and effectiveness.

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Filed under: Webinar Replays


Recorded On:
August 20, 2013

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Presenter

Oscar Alban
Principal, Global Market Consultant Verint Systems

Oscar is a 30 year veteran of the contact center industry. During his career he has managed large call centers in the telecom space. Today he is viewed as an industry thought leader and works with customers around the globe to improve their workforce optimization and voice of the customer strategies.