You Can Do It! Improve Customer Service and Increase Call Center Efficiency at the Same Time

Your customer’s expectations for service are changing. They now expect to request and receive help via multiple channels including phone, email, instant message, and mobile. They want to be able to ask questions, be fully informed on status, and achieve resolution -- 24/7, and on any device. Your challenge -- and that of your organization -- is to meet the growing demands of your hyper-conscious, hyper-connected customers. That means customer service operations must provide accessibility and transparency for your customers in an environment that is highly productive and growth friendly but cost manageable for your business.

Layne and Brian will explore this delicate balance of how to achieve exceptional customer service with high degrees of efficiency and cost control. They will discuss how organizations such as PSCU, the nation’s largest credit union services organization, and Tesco, the third largest retailer in the world, have achieved this balance.

Presenters:

Brian Wick
Senior Director of BPM Product Marketing OpenText
OpenText

Layne Holley
Strategic Research Editor
Customer Management IQ