Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.

1. Top Priorities in Customer-Centric Contact Centers
Tony Medrano, Kaye
Chapman, and Nate Brown
Nicolas Rodriguez
With: Moderated by:
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3. 3
Click on the Questions panel to
interact with the presenters
https://www.customercontactcentral.com/webinar-series/top-priorities-in-customer-centric-contact-centers/
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4. About Tony Medrano
Tony is currently CEO of RapportBoost.AI, the leading conversational sales analysis platform for brands that use
chat, SMS and messenger tools to engage customers. RapportBoost uses artificial intelligence to optimize chat
conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer
satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness and other
critical contact center metrics. Tony has dedicated his career in technology to leading sales teams and understands
the need for automation tools that help sales reps increase efficiency, close more business and increase margins.
Tony received his MBA and JD from Stanford, M.A. from Columbia and B.A. from Harvard.
About Kaye Chapman
Kaye is Comm100’s Learning and Development Manager, an internationally-experienced writer and trainer, and an MA
student at University College London, the world’s #1 center for Education and Social Science. Kaye has worked with
Fortune 500, governmental and private firms across the world to advance customer service operations and embed
leading learning and development strategy. As a specialist in Contact Centers, Kaye is passionate about using
technology and training to improve experiences for customers and employees alike.

5. About Nate Brown
Nate is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage
experience in professional services, marketing, and sales to connect dots and solve the big problems. From
authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center,
Nate is always learning new things and sharing with the CX community. Follow him on Twitter using handle
@CustomerIsFirst.
About Nicolas Rodriguez
Nicolas Rodriguez is the Editor for several websites in the Aggregage network. After graduating from CSU: Long Beach
with a BA in Political Science, he worked in conference production for the biotechnology and pharmaceutical industries
before joining the team at Aggregage. His background includes event production, political op-eds & reporting, stand-up
comedy, and podcasts.

6. 6
Industry Trends
- 2/3 of contact centers are multichannel contact centers (ICMI.com)
- 1/6 of contact centers are omnichannel (ICMI.com)
[Audience Poll Question]
- Customer preferences increasing in importance (The Convenience
Revolution, Shep Hyken)
- More knowledge and ability to deliver better self service (The
Convenience Revolution, Shep Hyken)
- Optimization of knowledge accelerated with A.I. (Gartner)
- Employee engagement drives customer engagement (Forbes.com*)

7. 7
Channels

8. 8
Customer Preferences

9. 9
Customer Preferences
- The right channel for the right query type
- Journey mapping with consideration of channel appropriateness
and ease
- Convenience vs. quality
- Simple vs. complex
- Synchronous vs. asynchronous (Real time vs non-real time)
- Digital vs. analog
- Generational aspects
- New channels increase reach and availability

10. 10
Knowledge & Self Service
- Knowledge
- Chatbots
- Machine Learning
- Natural language processing
- Case Studies

11. 11
A.I. & Automation
- AI and automation can be
implemented in two ways:
- Improving work for agents
- Improving self-serve options for
customers
- Chatbots
- Think of your customers before
you build or deploy!
- Not all bots are equal
- Forrester “2019 will be the year
of bot backlash”
- Build and train with care to see
results

12. 12
Employee Engagement & Enablement
- Only 25% of the working population are engaged
- Links to discretionary effort
- You can’t have great CX without a great EX
- Make sure your agents know that they matter!
- Clarity of expectations (watch out for role conflict)
- Learning, development, talent management
- Listen and be perceptive
- Relationships matter
- Strong culture, mission, vision, values
- Servant leadership
- Contact center learning practices
- Increasing role complexity
- Learning as doing, experiencing & sharing, not courses and worksheets

13. 13
Summary
[Poll Results]
- Serving customers in multiple channels is complex &
critical to success
- Customers have increasing power
- Knowledge + A.I. facilitate better self service
- Employee engagement drives customer engagement

14. 14
Q&A
https://www.customercontactcentral.com/webinar-series/top-priorities-in-customer-centric-contact-centers/
https://www.customerexperienceupdate.com/webinar-series/top-priorities-in-customer-centric-contact-centers/
Tony Medrano
With:
Kaye Chapman
With:
Nate Brown
With: