As customer expectations evolve, organizations respond by quickly deploying new technologies. However, great brands know they can’t rest on technology innovations alone to inspire customer loyalty. In fact, the more technology we have, the more we need human beings – there are things technology can never provide. Our customer service agents must become customer experience experts. By the time the customer talks to a human being, they need an expert in product/service, someone who can solve complex issues, and make a personal connection. Technology and people must be equal partners. Your technology might be ready, but are your people?

Key Take-Aways:

• Technology Is Empowering – Insight on why technology isn’t replacing people; it’s empowering them to become experts and provide the customer with a better experience
• Becoming an Expert – Blueprint to why an agent’s skill must change as fast as new technologies – and how to help all call center agents understand the changing marketplace, customer expectations, and skills that distinguish an expert from an agent
• Managers Lead Change – Guide to why the transformation from call center agents to call center experts doesn’t just happen and how managers must lead agents through the necessary mindset and skillset changes to make the switch