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The COVID-19 pandemic has forced support centers to transform overnight. The remote workforce has grown exponentially, and companies are now being forced to prioritize and expand self-service and digital channels in their contact center operations to meet both evolving customer channel preferences and increased inbound volume. A few months ago, investments in digital technology were on the wish list for the future, but now it is a necessity in order to adapt and survive. Faced with the demands of this “new normal,” companies are reassessing their approach and taking a hard look at whether their digital platform has what it takes to meet the demands of their current business challenges and whatever new ones may come along.
In this webinar, we will discuss a five-step approach to helping businesses improve their digital engagement, mitigate current pains, and future-proof their engagement strategy. The five phases that will be covered are:
1. Fortify your digital self-service
2. Amplify your digital support
3. Empower your employees
4. Optimize your support strategy
5. Evolve to the next level of support
Distinguished VP, Technology Research, TSIA
Director, Product Management, Customer Engagement Technologies, LogMeIn
Publish Date: July 23, 2020
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