How IT Can Help Transform Contact Centers into Customer Experience Centers

Abstract

Today, IT leaders are being asked to help contact centers address digital transformation and customer experience. While over-used buzzwords, there is a simple and practical reality—companies need to drive more business value through technology.

So, how can IT help? 

This presentation will answer that question—specifically for IT directors, architects, and business leaders who want to improve the customer experience.

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Outline

Here are the 5 main points covered in the presentation:

1. Research on the top 10 Business Drivers of Customer Experience Investments for IT
2. What technology gaps do businesses often face? How do we address integration of separate customer experience and CRM applications?
3. How do you architect a solution to connect and improve the customer experience?
4. What does the implementation look like?
5. What results are possible for both IT and business teams?

Slides