Location: Congressional A/B
Date: Tuesday, October 16
Time: 3:15pm - 4:15pm
Pass Type: Conference and Expo Package - Get your pass now!
Track: Optimizing the Service Experience
Format: 60-Minute Case Study
Vault Recording: TBD
Low-cost and easy-access technology is everywhere—our users have ready access to a dozen or more different devices, each of which comes with different capabilities and individual accounts. This technological saturation has had a proportional effect on communication. How can your support organization keep up in an ever-changing technical marketplace and communications landscape? In this session, Chris Chagnon and Marie DiRuzza from Worcester Polytechnic Institute will share their approach to multichannel/omnichannel support, focusing on how they’ve adapted to new realities by making strategic improvements to the user and service experience.