Blog Post

Moments of Truth: Key Trends that Impact How Your Call Center Delivers in the Clutch

“Character may be manifested in the great moments, but it is made in the small ones.”
~Phillips Brooks

Call center agents hold the power of your brand promise in their hands.

The moment of truth can be when customers need to talk to an agent after exhausting self-service options.  Or, it can be the accumulation of experiences across all channels.

As problem calls increase and interaction points expand, companies need to adjust their customer experience strategies to ensure agents are equipped to deliver great service and preserve customer loyalty.

On Wednesday, June 27th at 2:00 pm (EST), Art Schoeller, Principal Analyst at Forrester Research, Inc. will join me for a live, interactive webinar about workforce optimization trends that create value and impact the customer experience.

In this webinar, you’ll learn how to:

  • Operationalize new workforce optimization trends throughout the call center
  • Address the impact of multi-channel and self-service
  • Avoid customer experience silos resulting from social media
  • Empower your frontline agents to preserve customer loyalty

I’m excited that Art will be joining Knowlagent again for another exciting web event. Art’s 35 years of experience span the computer, communications and software industries. As principal analyst at Forrester Research, he supports infrastructure and operations professionals who plan, build, and run unified communications and contact center workloads for enterprises. His expertise will provide great value for attendees.

Please click here to register for the event.

About the author


John is a copywriter at Intradiem. He has a background in print and broadcast journalism and digital marketing with emphasis on technology.

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