Presented By: Natalie Petouhoff, Ph.D., Senior Analyst, Forrester Research; and Jonathan Sides, Product Manager, Envox Worldwide
On Demand: Live Date August 08
Forrester Research identifies the most common customer complaints about self-service solutions and agents and their impact on your bottom line.
Many call center managers feel like they have their backs to the wall simply trying to contain costs. But you can’t just forget about service improvements. Customer service has become a key strategic differentiator. So how do you meet your cost requirements and still keep up with customers that expect immediate service at ANY time and through ANY channel (mobile phones, email, and Web)?
Leading service organizations are using next-generation self-service and personalization solutions to turn over-worked, reactive call centers into pro-active organizations that not only field customer inquiries, but also build customer loyalty and increase corporate profits.
This event highlights the recent research of Forrester Research and of Natalie Petouhoff, Senior Analyst at Forrester Research and a leading expert on customer service and customer relationship management topics. Forrester has quantified the cost of poor customer service and Natalie’s recent work has advised companies on how contact centers can become part of the corporate revenue strategy.
You will learn to:
- Evaluate the impact of poor service on your organizations
- Develop a self-service strategy that helps you satisfy both cost and service objectives
- Reduce call center costs through a combination of self-service and CTI solutions
- Use your call center infrastructure and caller information to build customer loyalty and increase revenue opportunities