The ROI of Humanizing Your Customer Service Engagements


 
 
 

WEDNESDAY, APRIL 18 - 11 AM PT / 2 PM ET

 
 
Website AI and self-service have become the darlings of customer service cost control, with their ability to deflect expensive calls to customer service agents.

But savvy customer service leaders know that every AI strategy needs to be backstopped with a "humanization strategy" – the escalation a customer can invoke when AI doesn't solve the problem and when frustrated customers need expert human help, immediately, or else!

For a commissioned study, Forrester Consulting analyzed the use of visual engagement technology — cobrowsing, screen sharing, and agent video — to determine what tangible benefits can be derived from investments to humanize customer engagements. Forrester found that when customer service reps are empowered with visual engagement technology to see, show, and guide customers to quickly solve problems, companies appreciate a 396% ROI with a payback in under 6 months.

In this webinar you will learn:
  • How visual engagement delivers cost savings and boosts revenue:
    • Shorter average handle time
    • Higher first-time call resolution
    • Lower call center staffing costs
    • Higher customer loyalty and lifetime revenue
  • Keys to successful deployment of visual engagement
  • How to build a case to justify investment in visual engagement to your executive team
REGISTER NOW to view this webinar titled "The ROI of Humanizing Your Customer Service Engagements."

Audio is streamed over the Internet, so turn up your computer speakers!

The Total Economic Impact™ Of Glance Visual Engagement Platform, April 2018
 
PRESENTERS
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Adrienne Capaldo
Senior Consultant
Forrester Consulting
 
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Tom Martin
Chief Executive Officer
Glance
 
MODERATOR
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Bob Fernekees
Publisher
CRM magazine
 
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