[Analyst Webinar w/Kate Leggett] Building a Customer Experience Driven Contact Center

ANALYST WEBINAR: Building a Customer Experience Driven Contact Center Featuring Kate Leggett from Forrester Research
Wednesday, April 16, 2014 2 PM Eastern / 11 AM Pacific Hello Colleague, Yesterday’s call centers were built around organizational needs and processes rather than meeting the needs and expectations of today’s customer. With the exponential growth of communication channels and the manner in which customers now expect to do business, your existing call center infrastructure is quickly becoming obsolete. In today’s global competitive marketplace, companies are struggling to differentiate their brand. One proven strategy that your company can invest in is improving the customer experience. The adoption of new technologies such as speech analytics and WebRTC can improve the customer experience to help your organization gain competitive advantage, meet compliance requirements and increase revenue in 2014 and beyond. Join us for this webinar. Learn how you can: Drive innovation using new technology to streamline the customer journey Create seamless cross-channel conversations to lower customer effort and eliminate repetition Reduce Contact Center TCO and increase agility while driving innovation in Customer Experience Best regards, Sally Taylor Genesys Webinar Team	SPEAKERS Kate Leggett Principal Analyst Forrester Research   Reed Henry Chief Marketing Officer, Genesys
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