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Multichannel Customer Service - From Vision to ROI
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RECORDED WEBCAST |
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| Today’s customers like to interact with businesses through a variety of communication channels, including email, SMS, web self-service and chat, in addition to the phone and in-person contact. Savvy companies that understand this trend are differentiating themselves by offering truly unified multichannel customer service, thereby boosting agent productivity, customer experience and retention, while driving down operational costs and Total Cost of Ownership (TCO) of their customer service management systems. |
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Do you offer your customers multiple interaction channels? |
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Is the cross-channel customer experience seamless? |
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Do you provide consistent answers and processes across channels? |
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How do you get from vision to ROI? |
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| In this online seminar, Dr. Natalie Petouhoff and Don Muchow will discuss: |
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Today’s state of multichannel customer service, including findings of 2008 research studies by Forrester and eGain |
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Who should attend?
Managers and executives in the following functions: |
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Contact centers
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Customer experience |
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E-business/E-commerce |
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Operations |
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Marketing |
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IT |
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General Management |
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What has worked and not worked |
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Step-by-step approach for a successful multichannel service strategy and implementation, including tips and best practices to maximize ROI within and across channels |
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Success stories |
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Attendance will be limited to ensure interactivity.
Register today to reserve your seat! |
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| MODERATOR |
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David Myron
Editorial Director
CRM magazine |
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| PRESENTERS |
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Dr. Natalie Petouhoff
Senior Analyst
Forrester Research |
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Don Muchow
Senior Solutions
Consultant
eGain |
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