Enterprise-wide Customer Service: Leveraging Trends to Increase Organizational Efficiency

ANAHEIM, CA, December 19, 2018 /24-7PressRelease/ — Altura Communication Solutions announced today that Jim Lagger, Contact Center Specialist will be presenting at the upcoming Avaya Engage 2019 event January 20-23rd at the Austin Convention Center in Austin, Texas. Jim’s customer experience expertise spans 30 years and has been featured on multiple websites and industry blogposts.

As contact centers become profit centers, the focus on their performance increases and certain questions arise:

– Is the cost of each customer transaction as low as possible?
– We are meeting our customers’ needs, but are we doing it in a way that is pleasing to them?
– Are we taking full advantage of each up-sell opportunity?

Companies that have a single, enterprise-wide view of customers and a single, enterprise-wide view of resources answer “yes” to questions like these.

Users attending this event will learn how a bird’s eye view of your customers and resources allows you to optimize your contact center business. For example: Incoming customer transactions are quickly matched with your best available resource, no matter where this resource – this person or application – is physically located. In addition, this resource can be equipped with the complete transaction history for the customer.

According to Jim Lagger: “We will discuss how Leveraging Trends to Increase Organizational Efficiency is achieved by positioning the customer at the center and wrapping the process of customer service around them. Technology is only one aspect of fulfilling the vision. Delivering on this promise requires that companies enable the flow of relevant data to produce actionable decision making.”

The Altura presentation is scheduled for Tuesday, January 22 at 12:45pm in the Solutions Experience Theater at Avaya ENGAGE. Altura is offering a $100 discount when you use promo code ACSENGAGE2019 when you register to attend Avaya ENGAGE.