The New Digital Customer Service Strategy

  • Jeff Nicholson, Vice President, CRM Product Marketing, Pegasystems

If you’re just striving for shorter Average Handle Time (AHT), you’re solving the wrong problem. Your new customer has a digital DNA and by the time your customer calls, it’s often already too late. Join this informative session where we will share the new emerging best practices for applying digital strategy for big gains including web self-service, virtual agents, real-time video, and even new digital proactive and preemptive strategies that can avert in inbound service issue altogether.