Explore our series of free webinars covering current industry topics on communications, collaboration and customer service brought to you by Plantronics and industry experts.
Discover how voice in the contact center is evolving and the impact it’s having on customer experience.
Your customer’s experience is shaped by the interactions they have with your brand. And thanks to multiple points of engagement, the growth of social media and high expectations, the customer service landscape is more complex than ever.
Self-service is often the first point of resolution for your customers. And when a customer is unable to resolve an issue on their own, a phone call can be considered an escalation. So, how can you manage your customer’s complex requests?
Join Blake Morgan, author, speaker and advisor on customer experience, and our resident experts on a panel discussing the changing customer experience landscape. We will explore the increasing number of new technologies available for companies including analytics, automation, and webchat. We will discuss how the role of voice continues to evolve.
Richard Kenny, Head of Global Contact Center Marketing, Plantronics
Blake Morgan, Customer Experience Author, Speaker, Advisor
Paul Van Den Berg, VP of Global Customer Care, Plantronics
Debra Olmos, Sr. Manager of the Global Technical Assistance Center, Plantronics
40% of consumers contact customer service centers after they've searched for answers to their questions via self-service. This means the people your customer service representatives (CSRs) are assisting are better informed, and far more likely to escalate a situation - making it crucial that they're heard the first time.
Enable your CSRs to create better customer experiences by making sure they can hear and be heard. Join Steve Graham, Principal Engineer at Plantronics, and Richard Kenny, Head of Global Contact Center Marketing at Plantronics, to learn how high-performance audio technology can enable your CSRs to provide a seamless customer experience.Watch now
When you combine a complete customer engagement solution with cutting-edge audio technology, you open up your world to analytics you didn't even know existed.
Hear Michael Shrall, Senior Director of Global Alliances for Interactive Intelligence, and Richard Kenny, Head of Contact Center Marketing for Plantronics, discuss how integrating Plantronics audio devices with your contact center solution can help you make better decisions about your customer engagement strategy.Watch now
Customer Service Representatives are the voice of your brand. And making sure they can hear and be heard is critical to building customer relationships.
Hear Colin Rawlings, Technical Director at Acoustics by Design–one of the leading independent acoustical consulting firms–and Richard Kenny, Head of Global Contact Center Marketing at Plantronics, for an interactive discussion on how to reduce distracting background noise in the contact center.Watch now
Social media has changed how brands communicate to their customers. What was once a one-to-one conversation now has the potential to become one-to-many.
Hear Paul Johns, Chief Marketing Officer at Conversocial – leading provider of cloud-based social customer service solutions – and Richard Kenny, Head of Global Contact Center Marketing at Plantronics for an interactive discussion on the power of social media on customer service. Learn how to:
There's been more change in customer service centers in the last 5 years than in the last 40 years combined thanks to trends like working from home. With unprecedented change comes challenges.
Our interactive discussion includes: