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Free Webinar: Improving Contact Center Service, ROI with Google Enterprise
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Free Webinar: Improving Contact Center Service, ROI with Google Enterprise

April 30, 2009
By Michael Dinan
TMCnet Editor

They say a technology has truly arrived when it becomes part of the popular vocabulary – think of “Facebook-ing a friend,” “Tweeting” a status update through Twitter or “Google-ing” a company.

Of those three – though I don’t believe it’s yet convinced the gatekeepers of our language, the publishers of the monumental Oxford English DictionaryGoogle (News - Alert) has emerged as a term that most of us use without even thinking.
In fact, I imagine, many of us rely so heavily on Google – in our personal as well as professional lives – that we underestimate the value that the Internet’s search and ad leader value delivers in terms of speed and efficiency.
In some ways, scary to say, it’s hard to remember life “P.G.” (pre-Google, which was launched in September 1998). Though the Mountain View, California-based company wasn’t the Web’s first search engine, its brand is now so successful that the site has become that marketer’s dream: synonymous with its product (like “Kleenex” in the United States or “Hoover” in the United Kingdom).
Officials at Google, knowing the value their product adds, launched Google Enterprise to accommodate businesses whose workers already are familiar with the tool’s use – companies that could benefit from a tailored Google solution that’s secure and industry-specific.
One of the more popular Google Enterprise tools is the so-called “Google Search Appliance,” which delivers fast and relevant search results for organizations.
Next month, the product marketing manager for Google Enterprise and the Google Search Appliance, Vijay Koduri, is leading a free Webinar that focuses on how the tool helps contact centers boost customer service and ROI by helping both customers and agents access information quickly.
Register here for “Google and Contact Centers: Instant ROI,” which will be held on Tuesday, May 26, at 2 p.m. Eastern.
Moderated by TMC (News - Alert) Group Managing Editor Erik Linask, the free Webinar will focus on how contact centers can leverage Google Enterprise tools to redirect customer calls that require costly extra personnel to handle, and reduce the amount of time it takes agents to answer questions.
The event – designed for contact center managers, IT professionals deploying contact center technology and customer support professionals – will include case studies of Google solutions benefitting customers as well as a question-and-answer session.
Register now.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Michael Dinan is a contributing editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Michael's articles, please visit his columnist page.

Edited by Michael Dinan

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