Transforming the First Sixty Seconds

Customers will always have complex, urgent, or important needs that require human assistance. Yet the first sixty seconds of nearly every contact center conversation is often the most painful and stressful for customers and employees alike, in turn failing to set these interactions up for success. Technologies exist that support a radically different experience, but they are underused by businesses. This session will walk you through the key elements of any welcome experience, how they can be better enabled by technology, and look at some real-life examples and top tips for success. Whether you are charged with improving the experience, cost, or security of contact center interactions, this session will be of interest to you!