Delivering Five-Star Multi-Channel Service: A Guide to Best-in-Class Strategies, Technologies and Results

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Friday, February 26, 2010
12:00 PM - 01:00 PM EST
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Outstanding service pays off—for your customers, for your company. But it must be consistent across all channels. As  recent Aberdeen Group benchmark study points out, Best-in-Class companies enhancing online and contact center experiences—in unison—are seeing compelling results:

  • >75% first contact resolution rates as oppose to 60% for all others
  • >24% increase in productivity over the last year
  • A 4.3/5 level of customer satisfaction as opposed to a 3.8/5 level for all others
  • A 21% decrease in support costs over the last year, as compared to a 2% reduction for all others

With all of the talk about multi-channel service excellence, why aren’t more companies seeing it through to reality? Do Best-in-Class companies have an inside track? What are their success factors? The answers to these and other critical questions are revealed by Aberdeen Group Senior Analyst, Sumair Dutta in this informative webcast. He will disclose his latest survey results and findings around multi-channel service, including:

  • The evolution of service from “support” to” value creation” and “differentiation”
  • Usage trends in contact center, email, chat, and Web self-service interactions
  • Cost/competitive/customer pressures driving the urgent need to improve issue resolution across channels
  • Best-in-Class performance improvements around first contact resolution, customer satisfaction, cost reduction, efficiency, and profitability
  • Specific capabilities and technology enablers for achieving Best-in-Class performance—for agents, customers and organizations
  • ROI with respect to cost, productivity, customer satisfaction and adoption
  • Challenges to increased adoption…and how to move past them

Sumair will outline the specific steps, strategic actions and best practices for achieving high-impact results in your customer service organization.  

In support of his insights, Lori Angalich of Astute Solutions will share examples of companies that have aligned customer-centric strategies with multi-channel technologies to achieve extraordinary results.

Don’t miss out on this informative webcast from the Aberdeen Group and Astute Solutions. Register today


Sumair Dutta
Vice President and Principal Analyst

As a Vice President and Principal Analyst in service management practice, Sumair Dutta researches and examines how service and manufacturing executives are utilizing technology and streamlining business practices to improve post-sales service and support processes. Through practitioner benchmarking and analysis of Aberdeen’s research database, he examines how Best-in-Class service organizations are reengineering their service chains for optimum performance and increased profitability.

Lori Angalich
Vice President of Marketing
Astute Solutions

Lori Angalich is the Vice President of Marketing at Astute Solutions, a provider of award-winning CRM, knowledge management and communications solutions.  Lori has worked with Astute for six years, where she is responsible for directing marketing strategy, communications, public relations, and business development.  Prior to Astute, Lori helped companies deploy IP communications, Web and e-commerce technology solutions at AT&T and Sterling Commerce.  Lori earned an MBA in Marketing from The Ohio State University, and as an undergraduate, earned a Bachelor of Science degree in Biology.

Blake Landau
Senior Editor
Customer Management IQ

Blake Landau is the Senior Editor of Customer Management IQ, an online portal for sharing ideas, best practices and solutions within the business professional community.

Prior to Customer Management IQ Blake worked at IQPC as a producer of business conferences in technology, healthcare, talent management and content management. Her writing has been published in BlackBook Magazine, SOMA Magazine and the Santa Cruz Sentinel. She earned a B.A. from the University of California, Santa Cruz in Modern Literature and the History of Art and Visual Culture.