What Does Amazon's "Mayday" Button Mean to the Future of Customer Service and Your Contact Center?
 Win a Kindle Fire!
One lucky attendee will win a Kindle at the end of the live event chosen at random
Live Webinar: November 11, 2013
TIME: 2:00pm ET/ 11:00am PT
Amazon's Mayday button is a revolutionary development in Customer Service; press a button and within 15 seconds you will be connected to someone who can help you. Almost instant service, no frustrating and complex menus, just great customer service. That's why CEO Jeff Bezos says that this is the "Wow" factor, and describes it as the intersection of "customer delight" and "deep integration through the entire stack."
This promise by Amazon can only be met if their contact center, ERP and CRM infrastructure is highly integrated and optimized so that the information is instantly available and at the Amazon employee's fingertips. This degree of customer service is simply not possible with the vast majority of contact centers today. Care to bet against Amazon anyone?
Whether you want to offer a 15 second response time like Amazon, 30 seconds, or 45 seconds, we will be talking about what it takes to accomplish this.
Did Amazon just fire a "shot heard 'round the world� Come to our webinar and hear what three leading thinkers in this space have to say about blended analytics. Join us and find out, and you just may be the winner of the drawing for a new Kindle Fire with the ground-breaking "Mayday†button that delivers customer service 15 seconds after pressing it.
What Attendees will learn:
- What do customers want?
- How can you provide Amazon Kindle-Fire type of service?
- What Contact Center, CRM and ERP elements need to be in place?
- What does it mean to communications-enable your business processes?
- How can you leverage valuable customer data? And how does that data provide for a great customer experience?
Who should attend:
- Chief Marketing Officers
- Corporate Strategists
- CEO's, CIO's and CFO's
- Vice Presidents of Sales and Customer Service
- Contact Center Managers
By attending the event, every attendee will receive an annual report: The US Contact Center Decision-Makers' Guide 2013
The "US Contact Center Decision-Makers' Guide (2013 - 6th edition)" is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.
Taking a random sample of the industry, a detailed structured questionnaire was asked to 205 contact center managers and directors between January and February 2013. Analysis of the results was carried out in March and April 2013. The result is the 6th edition of the largest and most comprehensive study of all aspects of the US contact center industry.
Register Today
Sponsors:
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Presenters:
Neal Shact
CEO, CommuniTech Services
Neal Shact is the Founder and CEO of CommuniTech Services, an SAP VAR focused on deploying contact centers and Communications Enabled Business Processes (CEBP}. He is also a consultant focusing on business strategy and advanced technologies, the former founder of the International VoIP Council, now part of the IMS Forum, and a frequent contributor to the No Jitter and UCStrategies websites. Neal was recognized as a Top 100 Voice in the IP Communications Industry by Internet Telephony magazine. He is a sought after speaker on the subjects of CEBP, Unified Communications, and VoIP. He is also the Track Chair of Innovation and Entrepreneurship for the Real-Time Communications Conference at the Illinois Institute of Technology and serves on the Board of Directors of the Cutting Edge Foundation, a not-for-profit group supporting the Department of Surgery at the University of Illinois Medical Center.
Jon Arnold
Analyst, Jon Arnold & Associates
Jon Arnold is Principal of J Arnold & Associates, an independent telecom analyst and strategy consultancy based in Toronto, Ontario. The consultancy's primary focus is providing thought leadership and go-to-market counsel regarding IP communications and disruptive technologies, such as VoIP, mobile broadband, contact centers, telepresence/video, unified communications, collaboration, SIP trunking, cloud communications, session border controllers, and social media.
He has been consulting about these technologies since 2001, and can be followed on his widely-read Analyst 2.0 Blog. Jon also contributes to other publishers and portals, such as UCStrategies, Ziff Davis VoIP News, ADTRAN, and Internet Telephony Magazine, and he speaks regularly at industry events.
Dennis Goodhart
Consultant, IP Network Consulting
Dennis Goodhart is the Principal and Founder of IP Network Consulting. With over thirty years of experience as an executive consultant, he is adept at designing and implementing innovative workable cost effective state-of-the-art business technology solutions. As a global telecommunications and IT industry professional, Dennis has developed, negotiated, implemented, and managed mission critical projects for major financial companies including NASDAQ, Citigroup, Goldman Sachs, Merrill Lynch, and JP Morgan Chase; domestic and international communications carriers; broadcasting and media companies; and other Fortune 500 and mid-sized firms. As a sales executive, he has worked for global and domestic carriers and major telecommunications manufacturers such as Nortel and Network Equipment Technology. Dennis founded and was a Managing Partner at Aseismic LLC, a research and software start-up applications company.
Moderator:
Rich Tehrani
CEO and Group Editor-in-Chief,
TMC
Rich Tehrani, son of Nadji Tehrani, has been involved with the company from its earliest stages. Rich was instrumental in launching the Communications Solutions and INTERNET TELEPHONY brands, launching TMC into fast-growing communications and technology markets in the 1990s. Rich served in many capacities at the company, including six years as MIS Director and five years as Publisher of Communications Solutions, before becoming President in 1999, Group Editor-in-Chief in 2000, and CEO in 2009. Rich received his B.S. in Computer Hardware Engineering from University of Connecticut in 1989. For his full bio, please visit http://www.tmcnet.com/tmcnet/richbio.htm
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