Guest Presenter: Ventana Research’s Richard Snow
Customers crave consistency across channels and excellent experiences; and their issues resolved to their satisfaction as quickly as possible.
Companies want to retain customers and achieve higher customer life time values (more up-sales and more cross-sales, lower costs to serve); transitioning the contact center to a profit center.
To overcome these impediments, companies need to adopt a closed-loop process that uses customer information to:
- Drive process change,
- Deliver focused training and coaching to all customer-facing employees,
- Support decisions at the point of interaction and
- Delivers improved business performance.
This webinar will present important insights from recent benchmark research as well as customer-focused best practices from Ventana Research.
- Gain better understanding on how to gain visibility into sales and service performance management, and how these activities should be aligned
- Understand how a balanced set of key performance metrics can help you assess business performance
- Deliver better customer experiences, increasing customer satisfaction
- Develop more equitable incentive schemes that focus on overall business goals
Senior VP/directors in Marketing, Sales, Customer Service and the Contact Center
Presenter Bio:
Richard Snow, VP & Research Director
Richard leads Ventana Research’s Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of multichannel contact centers. He conducts research exploring the people and process issues behind customer operations management, the new customer interaction technologies now available to support customer interaction management, ways in which companies are reviewing their strategies for customer relationship management (CRM) and the emergence of its second generation.
www.ventanaresearch.com
