Ensuring customers always receive quality care when they contact a company's customer service is essential to success. Even with the many channels now available for customers to make contact with the company, phone communications remain the most utilized channel for customer care.
Also, customers today are demanding better, more personalized phone communications.
Quality service is expected not only when customers are communicating with live agents, but also when interacting with an IVR
system or using the Web or their mobile phone to communicate with the customer service department.
In order to remain competitive and successful with all of these demands, it is important that companies develop a multi-channel contact center strategy and create a balance between both live and self-service channels.
To find out more, be sure to attend a free, live Webinar hosted by Intervoice (News - Alert), "Finding the perfect balance of live and self-service" on Thursday, June 26, 2008, 1:00pm EDT.
The Webinar will present attendees with best practices for creating the perfect balance between these channels and will cover topics like customer analytics, Speech vs., DTMF, and more.
The Webinar will also feature presenters Ken Landoline, Program Manager, Customer-Centric Strategies, Yankee Group; Kevin McPartlan (News - Alert), Vice President, Contact Center Solutions, Intervoice and TMC Web Editor, Tim Gray.
Webinar attendees will also receive a bonus a Yankee Group (News - Alert) Whitepaper on the subject authored by Ken Landoline. REGISTER NOW!
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.