BenchmarkPortal (News - Alert), which specializes in certification, training, consulting and research for the customer contact industry, announced it will air a new online radio show on CallTalk to discuss co-browsing technology.
The online radio show will be aired on Wednesday, August 15th, 2012, at 10 a.m. PT. The free educational discussion entitled “Eliminating Your Customer Service Blind Spot with Co-Browse Technology” will educate users on how co-browse technology is being used in call centers to create a visual connection, enabling agents to see exactly what a customer sees on the screen during a call or chat.
The show will be hosted by Bruce Belfiore, CEO at BenchmarkPortal. Dusty Stanford, sales director, LiveLOOK, an innovator in visual sharing and real-time online interaction, is the guest speaker.
“LiveLOOK is very excited to be working with BenchmarkPortal to bring an in-depth overview of co-browsing to call center professionals,” said Michelle Brusyo, LiveLOOK’s marketing director, in a statement. “We work with call centers across the globe to implement co-browsing technologies, so we have some great case study examples and best practices to share.”
With contact centers use multiple communications channels-- phone, chat, e-mail, social media and more-- to get connected with customers, co-browsing technology gains relevance as it adds a visual component to customer service interactions.
With co-browsing, agents can see exactly what online visitors are seeing, use pointers to help guide customers, and provide customers with personalized assistance in a way that closely resembles an in-store experience.LiveLOOK’s co-browsing solution has changed the way companies engage with existing and potential customers. By creating an instant screen sharing experience without the technical roadblocks associated with first generation co-browsing products, companies now have a tool to provide exceptional customer service and better facilitate even the most complex sales process.
Recently, BenchmarkPortal and LiveLOOK also hosted a webinar to explain how co-browsing works and how it can help managers improve service, increase satisfaction and close more sales.
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Edited by Brooke Neuman