PW 2014 Presentation: Evolving from a Call Center to a Customer Engagement Center

STEVE KRAUS, SENIOR DIRECTOR, PRODUCT MARKETING, PEGASYSTEMS
NEAL BELIVEAU, SENIOR DIRECTOR, PRODUCT MANAGEMENT, PEGASYSTEMS

The social and mobile revolution is rapidly changing customer service, enabling companies to build customer connections by delivering great service at every point of the customer interaction. Learn how your service organization can evolve to more effectively service and engage this demanding new generation of customers. Join us as we examine the leading channels for customer engagement today, and considerations for effectively implementing a next-generation customer engagement center.

In this session you will learn:

  • How customer demands are shifting as a result of social and mobile technology
  • Considerations in shifting from call center to engagement center