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In today's world, communication happens continuously ... and increasingly on channels other than the telephone. Email, web chat, social media, instant messaging, even video conferencing are all non-phone means of conducting business today. In this advanced technology world, it's critical that call centers adapt to the changing communications landscape, in order to meet ever-evolving consumer preferences, or risk being left in the dust of their competition. Video conferencing is a surprising new platform being used in the leading call centers today. Until now, video conferencing was a collaboration tool primarily leveraged by other departments to achieve internal efficiencies and reduce travel costs. But now, call centers are leveraging video conferencing to:

 

»  Enhance training programs and agent retention programs

»  Improve the "service" experience

»  Expand into new profit centers

»  Deepen the customer experience and leave a lasting impression of your brand

 

Join SOS for a webinar on February 6th where we delve into how call centers are leveraging video conferencing and some of the "gotchas" you should consider before adding a new media channel to your contact center.

 

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