Customer service has always been important. People are social creatures, so they instinctively choose others who are in their “group.” When a company delivers good customer service, it fosters brand loyalty and this in turn keeps customers returning for more.
With the rise of the Internet and increasing global integration, however, customer service is now even more important than ever. That’s because for most products and services, competition is just a few clicks or a Google (News - Alert) search away. Customers have options, so smart companies know they need to keep customers happy or pay the price of lost sales.
With that in mind, contact center solutions leader inContact has developed its “Customer Experience. Reinvented” webinar series. The series shows businesses how to stay ahead of the competition through cutting-edge customer care.
“Contact Centers that want a competitive advantage need to understand that customer service needs to be reinvented,” said Mariann McDonough, chief marketing officer for inContact. “Brand loyalty is a thing of the past. Customers will go with the company that can provide them with the type of service they want, through the channel they want, when they want it.”
The third webinar in the series will take place, “Delight Your Customers in Your Contact Center.”
Led by Omer Minkara, a senior research analyst for contact center and customer experience management at the Aberdeen (News - Alert) Group, the session explores how to keep customers happy in an age when they are armed with more information and complain more loudly when their needs are not met.
The session will help contact centers transform into centers that empower customers, show how to effectively adopt a cloud contact center from organizations that have been there before, and demonstrate how to craft best-in-class programs to optimize the customer experience for a business.
“Customers are empowered with more voice and choice than ever before,” noted inContact in a statement. “In this environment, the contact center plays an amplified and critical role in delivering exceptional customer experience.”
The series is sponsored by inContact and presented by Enterprise Connect (News - Alert).
The previous two webinars in the series include “Are You Delighting or Disappointing Your Customers? How to Map Your Customer Experience” and “Differentiate Your Organization through the Multi-Channel Customer Journey.”
The free webinar takes place Wednesday, September 25 at 1 p.m. (EDT). Those interested in attending can register here.
Edited by Rory J. Thompson