Presented By: Sheryl Kingstone, Director, Yankee Group’s Enterprise Research Group
Date: October 1st, 1:00 - 2:00 pm Easern
Customers are demanding to communicate with a business through a variety of interaction channels such as web and mobile channels for customer information and services. From a customer service perspective, this means expanding beyond phone-based service to interacting with customers via non-voice channels such as email, chat, SMS (text), Web self-service, Web callback and Social Media.
In this webcast, we discuss: how businesses will more effectively engage their customers to meet growth and customer satisfaction objectives by understanding the following issues:
--What benefits cross-channel conversations will have in improving the customer experience --An overview of ways to ensure a consistent experience across not just the phone, but also the newer popular web and mobile channels. --A look at a company using different technologies needed to turn multiple touch-points into a singular conversation to distribute workload, manage skills and lower cost of serving customers
Sheryl Kingstone is the director of Yankee Group’s Enterprise Research group with an expertise in customer centric strategies. Kingstone’s research helps business improve sales effectiveness, customer loyalty and acquisition. 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. She has extensive speaking experience at conferences and seminars, is quoted in many business and industry journals and provides notable consulting experience with Fortune 1000 companies.
Sign in to watch a recording of the webcast