Deliver always-on customer service

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Deliver always-on customer service

July 20, 2020 | 2:00 PM ET / 11:00 AM PT

Create the experience your customers expect

Today’s customers expect consistency and continuity across all service channels, but they also report that their expectations aren't being met. This gap presents a tremendous opportunity to improve customer experience.

Furthermore, when unforeseen events cause case volumes to increase overnight, customer service departments need to scale quickly or risk customer dissatisfaction. It is essential to enable an always-on, 24/7 service experience that leverages both self-service channels, like knowledge articles and intelligent chat bots, and human agents.

Where is customer service going awry? Disconnected customer service solutions increase data volumes and complexity, making it harder to derive customer insights from data. Technology can be a key enabler to delivering a more agile, compliant, customer experience.

During this online session, we'll focus on how financial services companies can optimize their service experience while keeping costs in mind. You'll learn how to:

  • Scale capacity quickly when unforeseen events arise.
  • Enable both customers and agents to engage whenever, wherever.
  • Balance human and self-service channels to deliver 24/7 service.
  • Use insights to power intelligent, dynamic chat bots.

This webinar will feature three demos of contact center scenarios within financial services, showcasing Dynamics 365 and DXC Technology.