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5 Omnichannel Lessons Learned the Hard Way


Air Date: February 18, 2020
Time: 2 pm ET
Presenters: Brian Spraetz , Scott Sachs
Moderators: Roy Atkinson
Sponsor:
Five9

Watch the webinar video below.


Join us on Tuesday, February 18, at 2:00 PM ET for an interactive and informative hour.

There is no doubt that your organization should provide a consistent customer experience across all communication channels. Fielding customer inquiries and providing information in multiple, disconnected channels can contribute to errors, miscommunication, and a disrupted customer journey that forces customers to repeat information. As a result, this can contribute to an increase in customer churn. Omnichannel, however, can create connected customer journeys and exceptional customer experiences.

In this webinar, you will learn about some omnichannel pitfalls you can avoid, including:

  • The wrong technology (added on top of legacy systems)
  • Agents not cross-trained, leaving channels unstaffed or unavailable
  • Inaccurate metrics and KPIs
  • Insufficient or disorganized customer information

Join us to gain valuable knowledge so that you don’t have to learn your lessons the hard way.

Reserve Your Spot!


Presenters
Brian Spraetz
Brian Spraetz
Senior Product Marketing Manager, Five9

For more than 18 years, Brian Spraetz has been helping customer service operations perform at peak levels and deliver loyalty-winning experiences. In addition to his positions in product marketing, Brian has had roles in product development and product management. With expertise spanning the full range of customer engagement solutions, Brian provides unique perspectives and valuable insights on effectively combining technology and processes to gain operational and competitive advantages.

 

 

Scott Sachs
President, SJS Solutions, LLC

Scott Sachs is president at SJS Solutions. He is a highly accomplished, well-respected senior level executive who provides specialized consulting solutions in the areas of customer service and contact/call center operations through SJS Solutions, LLC. Scott consistently and successfully transforms and grows world-class customer service organizations. He thrives on working with organizations that are at an inflection point in their customer service lifecycle.



Moderators
Roy Atkinson
Roy Atkinson
Group Principal Analyst, HDI/ICMI

Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy's blogs regularly appear on HDIConnect, and he is highly rated on social media, especially on the topics of IT service management and customer service. Roy is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.


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Topics: Best Practices, Customer Experience, Contact Channels