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Event Calendar

Wednesday, October 24, 2018

Innerview Webinar - Putting Brands First

Start Date: 10/24/2018 1:00 PM EDT
End Date: 10/24/2018 2:00 PM EDT


Organization Name: PACE

Contact:
Christine Haerich
Email: chris.haerich@paceassociation.org
Phone: 317.816.9336

Putting Brands First: Aligning Brand Strategy with Contact Center Operations to Win Over Customers and Employees
 
Description
Every customer interaction is a reflection of a company’s brand.  In a marketplace where companies can’t afford to take a single customer for granted, it’s critical that the story behind the brand is communicated accurately and consistently, in every opportunity.  Do agents know what sets the brand they represent apart?  Are they confident in telling the story?  This four-part webinar series will explore ways to ensure contact centers are acting as marketing ambassadors and delivering the desired customer experience.  Topics will include:

  • Every touchpoint is a branding exercise - Ways to integrate brand elements into each customer conversation
  • Are they “bought-in”? - Measuring agent attitudes and perceptions toward the brands they represent
  • Where to start? - Best practices for building confidence and pride in the brand story
  • Measuring the payoff - The benefits of improving alignment between customer-facing roles and marketing (KPIs)


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