Delivering Tomorrow’s Customer Experience Today

Presented by

Laura Bassett, Director of Marketing for Customer Experience Management, Avaya

About this talk

Join Avaya's Laura Bassett, Director of Marketing for Customer Experience Management in this interview about Customer Experience Management. Laura shares insights and perspectives from her global exposure how leading organizations tackle the issues surrounding customer experience management. In a recent Avaya study, 40% of customers indicated they had begun their experience as a customer before ever reaching out to the contact center. Laura shares how and why leading organizations transition through metrics ASA, FCR, NPS into Customer Effort Score to gain insights into the overall customer experience. Avaya is a CCNG partner and sponsor of the 2013 Contact Center Executive Summit -

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.