Join Forrester and Khoros as we discuss the need for contact and customer service centers to modernize their digital channel operation. With the rise of messaging — and often shift of volume from traditional channels like chat, email, and even phone — global operations must better plan how they operationalize efficiency, plan their workforce, and expand digital channels to reach their customers. At the same time, they must prove an ability to reduce costs and improve customer satisfaction.
Our speakers include Kate Leggett and Allison Fasching. Kate is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. Allison is an award-winning customer care leader recognized for creating operational efficiencies and implementing digital-first customer strategies.
In this webinar we will discuss:
- Metrics for digital care
- Forecasting staffing needs
- Best practices for adding new channels
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Kate Leggett, VP, Principal Analyst Serving Application Development & Delivery Professionals
Allison Fasching, Customer Experience Consultant at Khoros