The Search for the Holy Grail - Increasing Customer Engagement with Personalization in your Contact Center

Live Webinar: Tuesday, January 21, 2014
TIME: 2:00 PM EST / 11:00 AM PST


What do your customers encounter when they reach your contact center? Are they "delighted" or are they frustrated? If your customers are the norm, based on a recent Accenture study they are frustrated and don't like:

75% - Contacting multiple times for the same reason
69% - Being on hold for a long time
66% - Repeating information to multiple employees or via multiple channels
64% - Dealing with employees who can't answer their questions

Customers don't have to face extensive voice menus, forced automated options, and experience lengthy and frustrating interactions with contact center agents that lack the tools to do so.

Customer Service 3.0 supports a new paradigm for customer service, a two-way dialogue that differs from the asymmetrical, reactive, and one-way inbound communications that is widespread today. This engaging, personalized, and interactive experience increases your customer loyalty and long term profits.

Best Buy Canada's Ashutosh Anil says that a cutting-edge contact center 10 years from now will be "a nerve center of a brand where every single point of interaction between each individual customer and a brand converge."

I agree with his prediction but not his timeframe. These capabilities are available today. That is what Amazon is doing and you can too.

The Holy Grail can be quantified, managed, and optimized! All aspects of this customer experience and interactions can be measured, monitored and combined (Contact Center multi-channel communications, CRM, and ERP) to produce blended analytics, a unique and valuable 360 degree window into your customer's entire experience.

Come to our webinar and join TMC CEO Rich Tehrani who will be moderating a discussion along with Industry Analyst Jon Arnold and SAP Systems Integrator Neal Shact from CommuniTech Services discuss how to get started on improving the customer dialogue in your Contact Center to meet and exceed your customers' expectations.

Who should attend:
  • Chief Marketing Officers
  • Corporate Strategists
  • CEO's, CIO's and CFO's
  • VP's of Customer Service
  • Contact Center Managers

Register Today



Sponsors:



































 
 

Presenters:


Neal Shact
CEO, CommuniTech Services



Neal Shact is the Founder and CEO of CommuniTech Services, a company 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 an independent telecom analyst primarily focused on IP communications and disruptive technologies, such as VoIP, mobile broadband, contact centers, telepresence, unified communications, social media and Web 2.0. 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, such as UCStrategies and Focus.com, speaks regularly at industry events, and is frequently cited in both the trade press and mainstream business press


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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