Simon Angrove, Senior Vice President and General Manager, Retail Financial Services, Verint
Peg Marty, EVP, Head of Contact Center, Citizens Financial Group
With consumers shifting more and more to self-service channels - mobile, social and digital - the role of the contact center becomes critical in personalizing the customer experience, as well as supporting the new channels of customer choice through chat, text messaging and video. This session will share insights into how your organization can leverage the contact center to deepen relationships effectively and efficiently.
- The contact center of the future in a multichannel world
- Best practices in maximizing the contact center in your organization today
- Customer experience and sales opportunities in the call center
- Integrating the contact center with other channels, including the branch