Customer Experience Expert from Sitel to Speak at Frost & Sullivan Customer Contact Event

James Bednar, Product Director, to Address Customer Experience Managers on The Role of SMS Text in an Omni-Channel Customer Care Strategy

Oct 17, 2013, 09:00 ET from Sitel

NASHVILLE, Tenn., Oct. 17, 2013 /PRNewswire/ -- Sitel, a leading global customer care provider, today announced that its Director of Global Client Solutions, James Bednar, will present "The Role of SMS Text in Your Omni-Channel Strategy" at the ninth annual Customer Contact 2013 West: A Frost & Sullivan Executive MindXchange. The event, a leading forum for customer experience managers to learn from industry experts, takes place from October 20 – 23.

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The customer experience landscape for enterprise businesses is changing rapidly. Customers across demographic groups already display a preference for enhanced self-service tools and online support, with significant growth in text based communications compared to voice in the coming years. This interactive session will discuss how businesses can invest now to conform with evolving expectations, while building a bridge to stronger adoption of self-service application across your customer base.

Attendees will:

  • Gain insight on building a unified queue to support multiple types of inbound text communications concurrently
  • Learn about the tools needed to build a social media support channel based on problem resolution, not just response
  • Understand the framework needed to validate customer experience in a world of mobile applications
  • Learn from use-case examples that the role of SMS can play in optimizing customer feedback



Customer Contact 2013, West

A Frost & Sullivan Executive MindXchange

Presentation titled "The Role of SMS Text in Your Omni-Channel Strategy"


Sitel's Director of Global Client Solutions, James Bednar


Tuesday, October 22

1:30 p.m.


JW Marriott Tucson Starr Pass Resort & Spa

3800 W. Starr Pass Boulevard

Tucson, AZ 85745


About Sitel
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 28 years of industry experience, Sitel's 58,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel's global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit


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