The Future of Customer Care Services: Social, Mobile and Virtual
12:00 p.m. - 1:00 p.m., U.S. Eastern Time
To register for this event please click here.
Customers are turning to social media as a channel for customer care, whether companies are prepared to use this channel for support. Similarly, customers want to use mobile devices to connect with brands. Providers of customer care services are ramping up efforts to meet these changing demands on behalf of their clients.
This IDC Web conference will provide analysis on how customer care services are evolving to meet the changing demands of social and mobile customers, including newer virtual delivery models that can help increase contact center flexibility and efficiency. Topics to be discussed in the presentation include:
- The approach to strategy for social customer support
- The role of mobility in providing customer care
- The impact of on-demand models, such as home-based agents and hosted contact center services
- Recent IDC data on the growth of home based-agent services and considerations in home-based agent delivery
Melissa O'Brien, Research Analyst, Worldwide Contact Center Services
Audio replays of this Web conference are available to all registered participants starting the day after the event.
If you have questions about how to participate in this web conference, please contact firstname.lastname@example.org.