True Omnichannel: Creating Effortless Customer Journey Across Channels

Yesterday’s simple phone call to a contact center or business location is rapidly becoming today’s interaction session, spanning multiple channels and devices. The customer journey may contain voice and digital, agent assisted and self-service, inbound and outbound channels. Customers interact with you in the contact center, or online, or at the Point of Sale. At the same time, customer expectations start to reflect the outstanding service they get when interacting with customer service giants, from Amazon to Zappos.

If you are neither Amazon nor Zappos, but still are interested in how Omnichannel can help you to improve your customer service, this webinar is for you. We will share NICE inContact research that sheds light on how today’s customers use channels, which channels they prefer, and how satisfied they are with their service experiences. An enterprise end user–Robert M. Caro of Vivid Seats–will provide best practices and advice based on using Omnichannel Session Handling in their Customer Service group. And Robin Gareiss of Nemertes Research will share her valuable research and perspective on technologies and channels that improve both customer and agent experience.

Available:
Wed, Apr 25, 2018 11:00 AM PDT / 02:00 PM EDT
Duration:
1h 00min

You will learn:

  • An end user’s perspective on omnichannel best practices
  • A leading analyst’s market research data on contact center channels
  • Current customer attitudes and preferences in omnichannel

Featured Speakers

  • Robin Gareiss
    Robin Gareiss
    President & Founder
    Nemertes Research

    For 25+ years, Robin Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 2000, analyzing their technology strategies and more recently, their ability to serve as trusted advisors to the business. She has developed industry-leading, interactive cost models for some of the world's largest enterprises and vendors. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, IDG’s IT Roadmap, UBM’s Enterprise Connect, Enterprise 2.0, Interop, Mobile Business Expo, and CeBit. She also writes a blog for No Jitter.

  • Annette Miesbach
    Annette Miesbach
    Sr. Product Marketing Manager
    NICE inContact

    Annette focusses on product marketing for NICE inContact CXone Omnichannel Routing, including the skills-based intelligent routing engine, integrated self-service IVR and the Studio visual routing designer, as well as the My Agent eXperience - MAX agent interface and all interaction channels. Channels include inbound and outbound, voice and digital, agent assisted and self-service. She is also responsible for the Supervisor and administration interfaces. Prior to joining inContact, she held various positions in Product Management, Channel Support and Product Marketing, adding up to almost 20 years in the customer experience industry.

  • Rob Caro
    Rob Caro
    Senior Business Process Manager
    Vivid Seats

    Rob Caro, is Senior Business Process Manager at Vivid Seats, an independently owned and operated online ticket reseller. He’s been with the company’s contact center operations in several different roles for about eight years, and was involved with the inContact implementation since cutover in May of 2013. He is also responsible for studio scripts since the summer of 2014, and has headed a small team whose goal is to take the product and ensure that service can elegantly scale with the growth of business.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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