The Game Has Changed
Wednesday, May 6, 2015
9:15 AM - 10:15 AM
The Millennial Generation is unlike any generation before them. As they continue to become a larger and larger part of your core customer base over the coming years, the communication channels for your customers have to evolve. Customers desire the ability to communicate with you through the channel and device of their choosing: Chat, Twitter, Facebook, Remote Desktop Sessions, SMS, or email using a pc, smartphone, laptop or tablet. Support expectations from customers will continue to increase.
In this session, Kevin Johnson will share with you the expectations your customer base now has for communicating with your organization, the responses times they currently expect, how the expectations will continue to evolve, and strategies for dealing with customers through multiple channels. Participants will learn best practices from industry leading companies on how these companies are handling the change in the contact centre landscape and the fact that the customer experience is becoming increasingly complex.
About the Speaker
Over the last 13 years Kevin has been working in customer service with over 8 years of experience specifically focused in the contact centre field. Holding various management positions in multiple departments including Training, Recruitment, Quality Assurance, Sales, and Business Development, his hands-on knowledge on how to enhance the Customer Experience from multiple angles has given him a firm understanding of what customers are looking for and how organizations can exceed their customer’s expectations. Kevin’s current focus is on creating new partnerships with organizations to enhance their Customer Experience channels and bring their support offerings in line with today’s customer demands.