LAST OCTOBER Emily spoke at Interactive Intelligence’s Canadian User Conference, at Woodbine Racetrack in Toronto.
In the audience was Sarah O’Connor the editor of Contact Management Magazine. She found Emily’s talk highly-informative, and chock-full of unique insights that needed to be shared.
Sarah introduced herself to Emily and shortly after, Emily appeared in the next issue of Contact Management: The 2015 Winter Edition.
Emily will be regularly contributing to the magazine.
Read Emily’s article to discover:
- How IT departments can help contact centers improve their customer experience when they drop the “us and them” mindset
- Why it is nearly impossible to 100% validate the core functionality and support of a cloud contact center agent service in the Canadian market
- The 1 thing you should do if your organization wants to identify areas of customer frustration (Hint: it’s like giving your organization a ‘reality check’)
- The reason why you should arm yourself… then push and demand for expanded project timelines to properly deploy new Contact Center application!
- What your organization must do before breaking down the walls it has built (that push away customers), to create an omni-channel experience that will delight them.
