Monday, October 28, 2013

Amazon's "Mayday" Button - Contact Center Implications - Webinar

Amazon's "Mayday" feature is getting a lot of attention, and while the vast majority of businesses lack the scale to offer this service promise, it sure raises a lot of questions for contact centers. One of those is "just because you can, does it mean you should?", and from there many other implications pop up. It's too early to tell if this will be a passing blip or a new stage in delivering JIT customer service, but people are talking about it now, so the webinar is definitely timely.

Thanks to the Internet, our attention span is now measured in seconds, and if you take this level of instant gratification seriously, then you need to think about what Mayday could mean for your business and how you support your customers.

If this is on your mind, then you'll want to join us on Thursday, November 11 at 2pm ET. I'm part of a panel that will be discussing the various ramifications, and will be joined by well-known consultants Neal Shact and Dennis Goodhart. TMC is hosting the event, which is being sponsored by SAP, a company that certainly wants to know where this could take things as the pathway between customers and agents gets shorter.

We're still fine-tuning the agenda, but all the pertinent details are here, including a link to the registration page. I'll have more updates as we get closer to the date.

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