Virtual Call Center

Managers and executives in every industry know that the secret to business success is creating loyal customers. Easier said than done. Customer loyalty is an ongoing relationship that must be nurtured over time, and requires constant vigilance. Key to this, of course, is excellent customer support—the type of support customers are likely to both count on and tell their friends about.

 

Dig even deeper into the methods for providing such value to clients, and you’ll uncover a key goal of any customer service department: first call resolution. This, of course, refers to the gold standard of customer service, namely that when a client makes contact with a problem or question, she or he is provided with needed assistance on first attempt—without being bounced from one department to another or having to wait for a callback or make a second contact attempt.

 

An upcoming Web seminar, Customer for Life: Better Retention Through Better Support, hosted by Contactual and NetSuite (News - Alert) will address these important topics in order to help customer service organizations improve return on investment (ROI) for customer relationship management (CRM) solutions. Betty Benard, director of customer care and services at Contactual (News - Alert) and Katherine Jones, director of marketing at NetSuite, will outline how to provide support staff with the information they need to offer top-notch customer service.

 

The Web event, scheduled for March 4, 2008 at 2:00 p.m. Eastern Time (11:00 a.m. Pacific Time), will outline processes for creating and retain customer loyalty, integrating information to drive end-to-end customer care, increasing support center productivity, economizing with real-time software-as-a-service (SaaS (News - Alert)) solutions and getting the maximum value from CRM investments.

 

To register for the event, click here. In the meantime, more information about customer care can be found on the TMCnet.com channel Virtual Call Center, brought to you by Contactual.