Sponsored by 8x8, Inc., hosted by Enterprise Connect and NoJitter

Business today is global. Your customers are everywhere which makes providing a consistent customer experience that builds your brand all the more challenging. Many companies have found that the cloud can help provide excellent customer service, however, most cloud offerings are not global in scope. Many companies today have to make a difficult choice: force all support experiences to a single call center, or manage multiple disconnected call centers, running on different equipment, with different agent desktops, reporting, management and administrative tools.

To properly support and grow a worldwide customer base, organizations must be able to:

  • Manage teams as a single unit, wherever they are, providing 24/7 “follow the sun” customer support
  • Connect customers on the channel of their choice, to the right resource anywhere in the world
  • Provide regional telephone connections for a better customer experience
  • Deliver a personalized customer experience by leveraging CRM and ERP data
  • Ensure team productivity with reports and dashboards
  • Keep customer data safe in the cloud and reduce security and compliance liability
  • Respond to changing customer needs with an agile approach
  • Ensure communications across the business and around the world

This webinar discusses cloud communications best practices and tips to achieve these gains in customer experience management, reduce IT costs and improved employee productivity.

Presenters:

Sheila McGee-SmithSheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.

 

Max BallMax Ball, Manager, Contact Center Product Marketing, 8x8.

Max has been in the Contact Center world for over twenty years. He has worked in a variety of roles including Product Marketing and Management, and Sales and Professional Services for a variety of companies including Edify, IBM and Genesys. Max now manages Contact Center Product Marketing for 8x8. Max’s background includes expertise on web based banking applications and natural language text interpretation software, he is a graduate of Stanford University.

Moderator:

Beth SchultzBeth Schultz, Managing Editor, No Jitter

Beth oversees editorial coverage of enterprise communications and collaboration topics. Beth has more than two decades of experience as an IT writer and editor, most recently as founding editor in chief for UBM Tech’s AllAnalytics.com community site. She has earned more than a dozen national and regional editorial excellence awards from American Business Media, American Society of Business Press Editors, Folio.net, and others.