Session Title: Smart Businesses Support Smartphone Customer Contact
Speaker: Robert Lamb, Director/Global Practice Lead, AT&T Consulting Contact Center Services
Date: Wednesday, January 23, 2013
Time: 11:15 AM - 12:15 PM
Technology is rapidly changing the way consumers interact with one another and the way they expect businesses to interact with them. It is this phenomenon that is driving transformational shifts in the contact center industry. There are major trends that are affecting how you interact with your clients, and particularly with smartphones. Smartphones are realizing the quickest adoption of any technology introduction, yet providing consistently less than satisfactory results, impacting image, efficiency, productivity and revenue. Please join Robert Lamb to detail these trends and how other companies are addressing this rapidly influential trend to positive results.
About Robert Lamb
Robert Lamb is the Director/Global Practice Lead for AT&T Consulting’s (formerly Callisma) contact center services. Robert specializes in developing holistic multi-channel and virtualized contact centers to optimize customer experience, enhance corporate image, and maximize productivity and revenue for improving the corporate bottom line. Robert has 27+ years of customer contact experience with technical certifications for designing, implementing, integrating and developing applications for contact center technologies. He has consulted to over 1,500 customers and designed architectures implemented for over 150 clients globally. Robert is a published author on customer contact, a leading blogger on AT&T’s Networking Exchange, and regularly presents at industry conferences and trade shows.