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Customer Service Webinar with Forrester Research: Modernizing Your Contact Center

Khoros Alumni (Retired)

Modernizing Your Contact Center Webinar

Featuring Kate Leggett from Forrester

Why we made this webinar

Customers communicate digitally with everyone in their lives; why should it be different with businesses? As digital channels continue to proliferate, brands need to adopt new ways of communicating with their customers. Today, companies offer, on average, seven channels. This is projected to grow to 12 over the next year.

Learn how to evaluate and strategically implement new digital channels to connect with your customers on their channel of choice and in their moment of need — in the same way they communicate with those closest to them.

Who it’s for

We made this webinar with transformational Contact Center, Customer Care and Customer Experience leaders of enterprise-level businesses in mind.

Our speakers include Kate Leggett, VP, Principal Analyst at Forrester, and Allison Fasching, Customer Experience Consultant at Khoros. Kate is a leading expert on customer relationship management 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.

What you’ll learn

In this webinar we’ll dive deep into these four questions:

  • Why is it important to be where your customers are?
  • How do you measure the quality of service delivered over digital channels?
  • With the rise of digital engagement, how do you forecast your staff?
  • What are the best practices for adding new care channels?