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| Free Webinar - Google and Contact Centers: Instant ROI |
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Tuesday,
May 26, 2009,
2:00PM ET / 11:00AM PT
Contact center managers are constantly striving to improve customer service while reducing costs.
Yet, when they analyze their contact center costs, there are two underlying challenges:
- Far too many people are still calling contact centers, as opposed to self-support on the Web;
- When they do call, agents are often looking for information, wasting precious customer time.
To address both of these challenges, many customer support organizations are turning to Google Enterprise, to provide high quality search for both their support websites and internally for their contact center agents.
This webinar will review Google’s industry leading enterprise search technology and how it is being used by organizations worldwide to improve customer service. Additionally, the webinar will address how organizations can gain a concrete ROI through these solutions – thereby reducing costs and improving customer service.
What Attendees will learn:
- How effective search can enhance customer service – both for agents and for customers
- ROI of search in contact centers and customer service applications
- Case studies of how Google solutions have benefited customers
Who should attend:
- Contact center managers
- IT professionals deploying contact center technology
- Customer support professionals
After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready!
View Archive
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| Speakers: |
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 Vijay Koduri
Product Marketing Manager, Google Enterprise
Vijay Koduri is the product marketing manager for the Google Search Appliance. He is responsible for understanding customer needs around enterprise search and delivering tailored solutions with Google Enterprise search solutions. Vijay brings more than 13 years of experience in product marketing, marketing strategy, and business development.
Prior to Google, Vijay was a management consultant at Accenture, Diamond Consultants, and Market Strategy Group.
Vijay holds an MBA from the University of Michigan, and a BS in Electrical Engineering from the University of Illinois at Urbana-Champaign.
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 Erik K Linask
Group Managing Editor, TMCnet
Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications.
Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research.
Erik began his professional career at management consulting firm Leadership Research Institute.
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