Presented By: Sheryl Kingstone, Director, Program Manager, Customer-Centric Strategies Service, Yankee Group; Compliments of Calabrio
On Demand - Live Date: December 4th, 12007
Contact centers engage in CRM and other technology projects for a variety of reasons. Many do so because they can increase revenue by better understanding their customers. Others focus on improving operational efficiencies and agent effectiveness. In fact, these applications have become yet another silo of information for many companies.
Far too often, contact center technology initiates are well-planned for efficiency but not well-architected for effectiveness. This presentation provides insight into how to take contact center strategies to the next level. Sheryl Kingstone of the Yankee Group will explore several requirements that are often overlooked, yet key to improving effectiveness in key areas, such as customer satisfaction, revenue-generation and customer retention:
- A unified desktop – the single view of the customer
- Consideration for the role of the supervisor
- A well-constructed link to workforce optimization initiatives and workflows
- Technical tips and tricks - how to keep it from being a science project
By consolidating critical applications into single, unified, role-based desktop, contact centers can improve the contact center’s ability to provide quality customer service and achieve results.
As a Yankee Group program manager for the Customer-Centric Strategies decision service, Sheryl Kingstone manages research and programs that help business improve customer loyalty and acquisition. Specifically, she helps enterprise clients’ make decisions regarding the use of technology, business process and information to boost sales and optimize top-line business performance. She also assists vendors with custom research projects, messaging and positioning, as well as product road map evaluations. Kingstone researches and writes on the top trends in marketing and sales effectiveness and customer-centric processes, and evaluates all CRM application and delivery strategies.
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