How to Design Your Contact Center to Be Customer-Centric

Watch On Demand

With Art Schoeller of Forrester Research

The customer experience movement is taking hold in many enterprises, allowing them to better differentiate their products and services for competitive advantage. As enterprises strive to offer better customer experience, they must incorporate organizational and operational change into contact center architectural design. In this webinar, you’ll learn how to:

  • Incorporate comprehensive journey maps to prioritize customer-experience-focused people, process, and technology investments.
  • Develop contact center architectures in line with today’s requirements for delivering superior customer experiences.
  • Enable seamless transitions between self-service and the contact center

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Featured Speakers

Art Schoeller

Forrester Research

As vice president and principal analyst at Forrester Research, Art Schoeller supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises.

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