Name: The future of customer service
Start: 2016-02-12T12:35:00Z
End: 2016-02-12T12:35:58.000Z
Location: BrightTALK
Rating: 0

Plantronics audio experts share their insights into how to tackle business challenges such as noise in the workplace,  staff retention, as well as developing productivity and efficiency.

Meetings are where ideas are exchanged, tasks are assigned, commitments are made, and brains are stormed. These days they are not defined by where people are, but how they’re connected. With the right devices, people have the freedom to interact with colleagues remotely – without any barriers to communication.

Unfortunately, many business meetings are badly organised and poorly run. They can also consume a great deal of time. According to a recent Plantronics survey, 40% of companies spend between 11 and 30 hours a week in meetings. That’s without taking into consideration time spent preparing for meetings and following up afterwards. Time can even be lost as a result of technical difficulties or connection issues.

Besides wasted time, there are other costs companies should consider: the cost of hiring a meeting space; the cost of travel and supplies; and the cost of purchasing food, etc. Given these facts, it is hardly surprising that more and more companies are having virtual meetings using web and video conferencing facilities. With access to high-speed internet, cloud-based collaboration services, mobile technology, and advanced audio equipment, people can connect to each other at any time.

However, a meeting is a meeting and many of the problems that afflict face-to-face meetings can carry over into the virtual world: lack of an agenda, domineering personalities, timewasters, no ownership of the issues and the rest.

During this web seminar we will be taking a sideways look at this occasionally loved (but mostly loathed) institution and will look at ways that meetings can be improved. We will also investigate why virtual meetings are becoming an increasingly popular option and find out why some companies are still reluctant to carry out meetings using web and video conferencing technology.

Better meetings through technology – and common sense

40% of consumers today contact customer service centres after they’ve searched for answers to their questions via self-service. This means the people your customer service representatives (CSRs) are serving are smarter, better informed – and far more likely to be escalating a situation – making it crucial that they’re heard the first time. Enable your CSRs to create better customer experiences by making sure they can hear and be heard. Join Steve Graham, Principal Engineer at Plantronics, and Richard Kenny, Head of Global Contact Centre Marketing at Plantronics, to learn how high-performance audio technology can help your frontline provide a seamless customer experience.

How audio quality impacts the customer experience

Social media has changed how brands communicate to their customers. What was once a one-to-one conversation now has the potential to become one-to-many.

Hear Paul Johns, Chief Marketing Officer at Conversocial – leading provider of cloud-based social customer service solutions – and Richard Kenny, Head of Global Contact Center Marketing at Plantronics for an interactive discussion on the power of social media on customer service. Learn how to:
● Identify the future contact center – How social customer support differs from traditional service and how to adapt
● Improve the customer experience – Tips on how to empower your representatives for smarter customer interactions
● Create personalization at scale – Best practices to achieve full issue resolution during every customer interaction

The power of social media on customer service

When you combine a complete customer engagement solution with cutting-edge audio technology, you open up your world to analytics you didn't even know existed.

Hear Michael Shrall, Senior Director of Global Alliances for Interactive Intelligence, and Richard Kenny, Head of Contact Centre Marketing for Plantronics, discuss how integrating Plantronics audio devices with your contact centre solution can help you make better decisions about your customer engagement strategy.

How integrating Plantronics devices can improve your customer experience

The headsets used in your contact centre are a critical link between employee and customer. If they are not used correctly, then your employees will not be able to have great conversations with your customers. This webinar will give you practical tips on managing your headsets for improved hygiene, improved audio performance, and longer lifespan.

Are you getting the most out of your headset?

How companies interact with their customers is changing. We are moving beyond call centres, contact centres, and customer services into having a holistic view of all the interactions that a company has with its customers, regardless of channel. We call this smarter customer interactions. 

For the interactions that are really important or urgent for customers, the preferred channel is always voice, And these smarter customer interactions start with a great headset. And luckily, Plantronics knows a thing or two about making a great headset!

Join us to learn more about how you can have smarter customer interactions with your customers, and learn more about our latest headset range for Contact Centres - the EncorePro 500 series.

Smarter customer interactions start with a great headset

Due to the trend of open office environments, noise distractions at work are becoming more common. They get in the way of what they’re doing and hampers their productivity. Help solve their noise problems and increase your sales with the new Plantronics Voyager Focus UC Stereo Bluetooth® headset.

Join our webinar and discover how the Voyager Focus UC delivers both active and passive noise cancelling with its three precision-tuned microphones

Introducing the Voyager Focus UC

Customer Service Representatives are the voice of your brand. And making sure they can hear and be heard is critical to building customer relationships.

Hear Colin Rawlings, Technical Director at Acoustics by Design–one of the leading independent acoustical consulting firms–and Richard Kenny, Head of Global Contact Centre Marketing at Plantronics, for an interactive discussion on how to reduce distracting background noise in the contact centre.

How to reduce distracting background noise in the contact centre

There's been more change in customer service centres in the last 5 years than in the last 40 years combined thanks to trends like working from home. With unprecedented change comes challenges.
Our interactive discussion includes:

● Three top failure points of work at home, and how you can avoid them
● Educating & empowering new and existing reps to take the home working plunge
● Achieving regulatory compliance in a work at home environment
● Innovative technology: inspire employees while controlling the remote environment

Empower your Customer Service Representatives to work from home

The goal of unified communications is to break down the barriers between different methods of communication so that people can communicate easily and seamlessly with each other no matter what device or medium they choose. As more businesses appreciate the cost and productivity advantages that implementing a unified communications strategy can bring to their organisation, demand for UC services is forecasted to sky-rocket, with the market predicted to be worth $88 billion worldwide by 2018 according to research firm Infonetics.

But a UC implementation can be fraught with pitfalls – there was, for example, an Ovum study last year which showed that the UC aspirations of organisations did not match those of their employees and that businesses were putting the success of their investment at risk by not assessing their employees’ requirements.
 
This web seminar aims to examine the pressures that businesses face when they implement unified communications services and to uncover the associated problems and pitfalls that businesses may fail properly to address. Such problems may be as straightforward as disappointment with call quality or video conferencing quality because underlying bandwidth issues have not been properly thought through, a lack of training and staff education of the benefits of UC, or that the business fails to anticipate user requirements: while they may be straightforward and avoidable, such problems can be critical to success or otherwise of its UC investment.

Unified communications - 5 pitfalls and how to avoid them

Customer service has changed dramatically in the past five years and will continue to do so in the future.

In this webinar, we looked at the latest trends and how they will impact the future of customer service.

Topics discussed:
● Customer loyalty
● Creating a connection with customers
● Webchat
● Social media
● The latest thinking in metrics
● New communication channels
● Changing customer demographics
● Customer experience vs price as a differentiator
● The latest customer service technology
● Top tips from the audience
Winning Tip – “We are just looking at renaming our advisors and have come up with Customer Experience Partners”.  Congratulations to Helen11

The future of customer service

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The future of customer service

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