CMOs and customer experience leaders are in a frenzy these days providing consumers customer service anytime, anyplace, anywhere and now anyhow. The problem with this traditional omnichannel approach is that the customer is already unhappy -- and the contact center is vulnerable, and in reaction-mode to inbound problems and incident resolution. What if we turn this approach on its head? Find out how this opportunity is a game changer. Our special guest, Dwain Kent, Director of Customer Engagement at STARTEK, explains.
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