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

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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