Customer Relationship Management (CRM) is a viable tool used by a number of companies in various industries to build better loyalty among the customer base and more clearly identify revenue-generating opportunities. With the proliferation of cloud computing, the two technologies have come together to provide companies with CRM cloud computing solutions.
According to this TopTechNews report, Astute Solutions is partnering with 24-7 Intouch, an outsourcing partner, and The Children’s Place, a specialty retailer, to host a webinar: The Children's Place Case Study: Key Technology Enablers to Achieve Maximized CRM ROI. Scheduled for Wednesday, July 20th at 2:00 EST, this live event is free of charge.
During this CRM cloud computing-focused webinar, Tom McAneney, Director of Customer Service at The Children’s Place, will provide keen insight on seasonality, agent training and technology inefficiencies. His internal contact center was facing all of these challenges before working with Astute and 24-7 Intouch.
McAneney will be joined by 24-7 Intouch’s Chris Wallace and Astute Solutions’ Bob Lichi. All three professionals will focus on how the outsourced solution developed to effectively address these challenges tapped into CRM cloud computing opportunities. They will also highlight the best practices of client relationship management and contact center solutions.
The webinar will also focus on key technology enablers used to implement optimization and integrate labor. Topics expected to be included in this presentation are how to build a flexible and scalable customer care program with CRM cloud computing; how to implement best practices; the key enablers to optimize call center KPIs; how to develop brand experts; and how to use certification to create power users.
"By combining Astute Solutions technology along with the professional staff at 24-7 Intouch, The Children's Place experienced unprecedented results," said Bob Lichi, the Manager, Partner Channel, at Astute Solutions, in a statement. "Through the course of just ten months, they saw a 37 percent reduction in contact abandonment, an 18 percent reduction in call handling time, and a 19 percent increase in contacts handled per labor hour."
Astute Solutions is a company focused on enabling the customer experience management strategies of companies on the leading edge throughout the global marketplace. The company’s CRM cloud computing solutions help to enhance customer retention, inspire advocacy among the customer base and even increase operational efficiency. With highly proactive, quality and personalized interactions, companies can build customer relationships that are both meaningful and long-lasting.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.Edited by Rich Steeves