Zeacom, a leader in unified communications and multimedia solutions for the contact center, and TMCnet, the leading website focused on communications technologies, will be presenting a webinar entitled “Keeping the Customer First thru Unified Communications (News
)” at 11 a.m. PT, 2 pm ET, on Wednesday, June 13, 2007.
Through this informative webinar, company executives will learn how they can distinguish their business from the competition by implementing advanced unified communications solutions in their contact centers. By implementing these hot new solutions, your customers will be able to make contact with your company through a variety of mediums – including phone, email and Web chat – and furthermore are free to choose which form of communications they want to use each time they contact you.
Perhaps most importantly, these unified systems allow companies to improve the overall performance of their contact centers – by reducing the amount of time customers are on hold; getting a caller to the “right” agent the first time; reducing agent call handle time; and improving first call resolution rates. All of this has the effect of increasing customer satisfaction; reducing churn; decreasing operating costs; and increasing revenue.
The webinar will include a focus on the “80/20” rule, which asserts that, on average, 80 percent of a company’s business comes from 20 percent of its customers. With this in mind, companies must ask themselves, “How do you treat the 20 percent at your company?” and furthermore, “How do you make each interaction a satisfying experience for your customers?” Delivering superior customer service to your premium customers is now paramount for survival in today’s highly competitive and fast-paced business world.
With a unified communications solution such as that offered by Zeacom, you can provide special treatment to the top 20 percent of your customers through your contact center. Zeacom’s Communications Center, which is designed for companies ranging from 10 to more than 2,000 employees, provides unified communication solutions that can lead to dramatic improvements in efficiency and productivity in your contact center. The tightly integrated solution, which operates on a single source code, combines a multimedia contact center, IVR
and UC offering with features such as Operator Console, Rich Presence, Caller Profiles and Unified Messaging. These features can all be delivered via a single server with a single user interface and one point of administration and reporting.
The webinar will be hosted by Ernie Wallerstein Jr., president of Zeacom; Carole Dillard, director of channel marketing for Zeacom; and Erik Linask, associate editor for Technology Marketing Corporation.
For more information about the webinar, or to register, please click here
Patrick Barnard is Assignment Editor for TMCnet and a columnist covering the telecom industry. To see more of his articles, please visit Patrick Barnard’s columnist page.