Presented By: Tony Fassette, Director Business Development SAP BCM in the Americas
On Demand: Live Date: September 2009

Contact centers are the cornerstone of good customer service, but often customer inquiries are so complex that the front line contact center cannot solve them. Many companies have noticed that hiring and training more call center employees does not really solve the problem. A better way would be to utilize the expertise from the back office for serving the customers. But how to do it if the expertise is spread across different departments, locations and countries?

In this webcast we show you  how to increase your customer service efficiency by connecting your company’s back office experts into the customer service team. We will present a customer case to demonstrate how the back office integration can lead to:
-Increased customer satisfaction
-Increased employee motivation both in contact center and in back office
-Cost savings due to higher first call resolution and better resource utilization.