Genesys Launches "Transforming the Customer Experience" Workshops
May 29, 2008
By Eve Sullivan
Genesys (News - Alert) Telecommunications Laboratories is launching a national series of workshops highlighting seven strategies for improving customer experience.
Targeted at Fortune 1000 companies, “Transforming the Customer Experience,” will start with eight cities across the United States and Canada, with additional dates planned for Latin America.
“Data from leading market research firms demonstrate the correlation between customer satisfaction and the customer experience with ‘C-level’ indicators of business performance such as loyalty, revenue growth or stock price. Genesys is focused on transforming the customer experience, and what we have learned working with Fortune 1000 companies and government agencies, we are bringing to these customer seminars,” said Ted Hunting, senior director, Americas Marketing.
The workshops will tackle the question of what businesses are doing to transform the customer experience. New research shows that while 92 percent of C-level executives believe customer service is key to brand identity, only 20 percent of CEOs have succeeded in making it largely strategic. Attendees will obtain new market research data, participate in live interactive polling and hear customer case studies on what leading enterprises are doing to transform the customer experience.
Topics addressed include strategies to reduce customer frustration and wait time via innovative call queuing, creating an intelligent friendly “customer front door” to your business, leveraging proactive communication strategies, bringing every department together to serve the customer from throughout the enterprise and using multi-channels to communicate as customers prefer, such as phone, Web and e-mail.
The first workshop will be held in Columbus May 29, with the following workshops in Chicago June 12, Omaha June 24, Philadelphia July 10, Denver July 23 and Phoenix sometime in August. There will be two September workshops in Toronto and Washington, D.C. For more information on the workshops or to attend, visit www.HowHappyHappens.com.
Genesys, an Alcatel-Lucent (News - Alert) company, focuses on software to manage customer interactions over the phone, Web and e-mail. The Genesys software suite connects customers with the right resources – self-service or assisted service – to fulfill customer requests, optimize customer care goals and efficiently use resources.
Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation.
Alcatel-Lucent provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP
applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move.
Eve Sullivan is a contributing editor for TMCnet. To read more of Eve’s articles, please visit her columnist page.
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