Designed both for those that attended and those who could not, this eBroadcast will build upon the ideas shared at this October's Customer Contact 2011, West A Frost & Sullivan Executive MindXchange while also providing a summary of the key takeaways, insights and "aha" moments from some of the most popular sessions at the event.

In just 1 hour, we will deliver multiple strategies around three hot topics which are sure to impact your bottom line, including:

• Understanding how agent/customer effort and engagement impacts customer loyalty
• Improving the customer’s experience by hiring the right agent