Shifting gears in 2024: Set a course to achieve operational efficiency and customer service excellence

In today’s dynamic digital landscape, instant and effective customer service isn’t just preferred — it’s essential. It’s not just technology or processes; it’s about ensuring a seamless system to coordinate and manage every contact center component. The result? Efficient, consistent, and standout customer experiences on every channel.

We truly believe that organizations can achieve remarkable results by effectively orchestrating all interactions and elements across all touchpoints. With a robust orchestration approach, contact centers can quickly respond to customer needs, optimize resource allocation, and improve operations through data-driven insights.

Catch up on this 40-minute discussion with customer experience experts Audrey William and Wendy Mikkelsen. They look into how an integrative contact center approach enhances adaptability, real-time decision-making, and operational control to meet the constantly evolving customer experience standards

What you will learn:

• Explore the fundamentals of next-gen customer service excellence.

• Gain insights from a real-world case study illustrating digital contact center transformation.

• Discover tools and strategies to enhance operational efficiency in customer service.

• Stay at the forefront of industry trends by exploring the future of customer service and contact center operations.

About our speakers:

Audrey William, Principal Advisor - Ecosystm Audrey is a multidisciplinary analyst with over twenty years of experience in CX, Contact Centre, and Conversational AI. As well as a well-regarded thought leader and keynote speaker, she is known for delivering valuable insights on go-to-market strategies to C-level executives.

Wendy Mikkelsen is the Senior Director of Product Marketing - Khoros With over twenty years of experience in customer experience management, Wendy advises teams on optimizing their contact center and customer engagement strategies. She is an expert in educating organizations on technology, people, and processes that enable effective customer experience operations.