The holiday season is officially here and contact center managers around the world are prepared for the busiest time in retail. Traditionally, much of this preparation has focused around staffing up to manage peak volume, strategizing to hit KPIs, hardening websites and IT infrastructure and optimizing inventory and fulfillment. Here is how several technologies like AI can be leveraged in social customer and engagement strategy to create efficiencies that make your agents and operations more productive by increasing response rates and response times.
Lauren Kindzierski, VP of Solutions & Product Marketing at HGS, a global leader in optimizing the customer experience. Lauren’s passion for customer experience has driven her to develop innovative engagement solutions – including social customer care strategies for clients. In 2016, she received a Silver Stevie® Award for being a Women Leader in Business, Executive of the Year. Lauren holds a Master’s degree in Business Administration from Walsh College. To learn more or ask a question, follow her on Twitter (@LaurenKindzi) or email her at firstname.lastname@example.org.