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Utilizing Technology for a Better Customer Experience

TMCnews Featured Article


March 13, 2012

Utilizing Technology for a Better Customer Experience

By Stefanie Mosca, TMCnet Managing Editor


In order for a company to retain and grow its customer base, the process of customer service must entail more than the typical “how can I help make your experience better” approach. The overall experience a customer takes away when interacting with a company depends on the attention to detail and response time that an agent provides within its customer experience management processes.


Unfortunately, it’s no surprise that providing an unmatched customer service experience is a constant balancing act no matter how good the customer service best practices may be. However, with the right technology tools integrated into a contact center, there is room for many areas of increases in terms of quality customer experience and agent productivity as well as decreases in downtime and call time that a customer experiences. 

It is imperative that contact center agents utilize the latest technologies to ensure the highest level of service and productivity for their customers. By utilizing technology such as Web interfaces, mobile and social integration and cloud-based software, contact centers are able to better serve their customers while providing them with a higher level of customer service at a lower cost.

Join technology innovation experts Tina Valdez, VP of product management at eLoyalty (News - Alert)- a Teletech company, and Reid Behrendt, enterprise sales for hosted collaboration at Cisco Systems to learn more about how you can leverage the latest technologies to create the perfect blend of integrated multichannel customer experience.

eLoyalty,  in conjunction with Teletech, provides integrated Customer Interaction Solutions that involve contact centers, the Web as well as speech self-service. Integrated Contact Solutions by eLoyalty offer end-to-end consulting services that can help to transform customer experience by elevating the value of your technology investment and producing real and tangible business benefits.

Learn how to turn an existing contact center into a true customer collaboration hub as well as the impact of cloud technology on profitability and total cost of ownership. In addition, Valdez and Behrendt will touch on secrets to successfully accessing a complete customer profile, including buying patterns and segmentation information as customers move from channel to channel while resolving issues along the way. Register now.




Edited by Juliana Kenny







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