Why Omni-channel and CRM Must Be Symbiotic in Your Customer Care Center
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Consumer behavior is forcing Customer Care organizations to change the way they interact, engage, and support their customers. A recent Forrester Research study shows that nearly two thirds of Customer Care centers do not manage inquiries the same way—affecting customer satisfaction and retention.
During this webinar learn how CRM can help support an Omni-channel approach, and deliver proactive, predictive, and repeatable interactions with your customers.
Join our webinar to learn more about:
Join our webinar to learn more about:
- How Global Case Management (CRM) can bridge the islands of data to streamline and automate interactions
- How customers are increasing the diversity of channel use
- How to standardize measures across all channels to create predictable and repeatable high quality interactions through Global Case Management (CRM)
- The six steps to achieve an effective Omni-channel customer care roadmap
- How Alliance Health deployed Global Case Management (CRM) and its benefits, value, and ROI
Presenters:
Art Schoeller
VP, Principal Analyst
Forrester Research
Keith Brown
CIO
Alliance Health
Greg Moser
Customer Care Practice Director
PowerObjects
As Practice Director for PowerObjects, Greg is responsible for the Customer Care, Field Services and Mobility & Portal practices. Greg has over 17 years’ experience working in the CRM space, and has worked delivering multiple solutions in various industries.
We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.
