March 06, 2012
Webinar - Leveraging Technology for Customer Experience Management
By Stefanie Mosca, TMCnet Managing Editor
When it comes to customer experience the management of customer service processes is top-of-mind in any contact center environment. However, providing an exceptional customer experience is a constant balancing act no matter how good the customer service best practices in place are.
In order to remain ahead of providing the best customer service experience possible, one advantage that contact centers may be lacking is integrating the latest technologies into their CRM processes. By utilizing technology such as Web interfaces, mobile and social integration and cloud-based software, contact centers are able to better serve their customers while providing them with a higher level of customer service at a lower cost.
Cloud-based contact center solutions enable the highest quality of customer service while offering the lowest operating costs possible, which in turn provides a greater client value.
eLoyalty (News - Alert), in conjunction with Teletech, provides integrated Customer Interaction Solutions that involve contact centers, the Web as well as speech self-service. Integrated Contact Solutions by eLoyalty offer end-to-end consulting services that can help to transform customer experience by elevating the value of your technology investment and producing real and tangible business benefits.
Join technology innovation experts Tina Valdez, VP of product management at eLoyalty- a Teletech company, and Reid Behrendt, enterprise sales for hosted collaboration at Cisco Systems (News - Alert) to learn more about how you can leverage the latest technologies to create the perfect blend of integrated multichannel customer experience.
The presentation will specifically explore how to turn an existing contact center into a true customer collaboration hub as well as the impact of cloud technology on profitability and total cost of ownership. In addition, Valdez and Behrendt will touch on secrets to successfully accessing a complete customer profile, including buying patterns and segmentation information as customers move from channel to channel while resolving issues along the way. For more information on the event register now.
Edited by Juliana Kenny