Customer expectations are rising: 61% of customers now expect their issues to be resolved on first contact – or they’ll take their business elsewhere. At the same time, CX teams and contact centres face pressure to cut costs, improve performance, and drive loyalty.
In this session, InMoment’s VP of Solutions Consulting, Eric Weight, will explain how leading service organisations are overcoming these challenges by shifting from traditional call metrics to a holistic customer experience strategy.
You’ll learn how to:
- Leverage customer signals beyond surveys and calls to identify and address the root causes of issues across the customer journey.
- Improve agent handle time through smarter QA and targeted coaching.
- Elevate your contact centre into a key source of insights that drive business success.
Who Should Attend?
This webinar is ideal for anyone responsible for customer experience or contact centre performance who wants to enhance their program, including:
- CX teams looking to expand their listening capabilities beyond surveys.
- Insights, operations, or customer support teams seeking fresh ideas to improve business performance.
- Contact centre leaders focused on optimising agent performance and reducing failure demand.
Meet Your Speaker:
ERIC WEIGHT
VP of Solutions Consulting, Asia-Pacific
InMoment
Eric has a proven track record of designing and deploying CX and AI solutions for some of the largest companies in the world. He also has considerable experience leading CX consulting, services, and product teams worldwide. He currently leads InMoment’s solution consulting teams responsible for driving the ROI and profitability of CX initiatives for Asia-Pacific clients.