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Explore our series of free webinars covering current industry topics on communications, collaboration and customer service brought to you by Plantronics and industry experts.
The future of voice in the contact center
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 c mplex requests?
Hear Blake Morgan, author, speaker and advisor on customer experience, and Plantronics resident experts Richard Kenny, Paul Van Den Berg, and Debra Olmos on a panel discussing the changing customer experience landscape
IMPROVE THE CUSTOMER EXPERIENCE WITH HIGH-QUALITY AUDIO TECHNOLOGY
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.
HOW TO REDUCE DISTRACTING BACKGROUND NOISE IN THE CONTACT CENTER
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.
THE POWER OF SOCIAL MEDIA ON CUSTOMER SERVICE
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:
- Identify the future contact center – How social customer support differs from traditional service and how to adapt
- Improve the customer experience – Tips on how to empower your representatives for smarter customer interactions
- Create personalization at scale – Best practices to achieve full issue resolution during every customer interaction
EMPOWER YOUR CUSTOMER SERVICE REPRESENTATIVES TO WORK FROM HOME
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:
- Three top failure points of work at home, and how you can avoid them
- Educating & empowering new and existing reps to take the home working plunge
- Achieving regulatory compliance in a work at home environment
- Innovative technology: inspire employees while controlling the remote environment