How Personal is Your Contact Center?
How many times have your loyal customers become frustrated having been asked to repeat their information? Or had to explain their special situation or circumstances every time they call? Today’s customers expect not only fast and reliable, but more and more personalized customer service.
Customer-focused enterprises, like Energen, are increasingly realizing the importance and value of personalization in providing an engaging customer experience. It's not simply a matter of revamping segmentation; instead, it's about utilizing the existing customer data in a smart way -the contextual awareness that can be generated by deep integration between communications software and enterprise applications. It's about acting on that awareness in ways that benefit and engage the customer. To achieve this, Energen deployed an integrated communication solution enabling personalization and intelligent self-services. As a result, customers receive the personalized services they expect, and Energen's agents are able to handle high call volumes more efficiently resulting in real cost savings.
Join us for this complimentary webinar and you will:
- Hear how Energen is providing exceptional customer service by making personalization the center of every interaction.
- Get new ideas what you can do to provide more personalized customer service and increase customer loyalty
- Learn about best practices when it comes to personalization, including pitfalls to avoid.
- Understand the efficiency gains and savings from an integrated solution
Presenters:
Deborah Banks
SAP Functional Analyst
Energen
Glenn Abel
President
Covington Creative
Jim Magnanini
Solution Principal - Customer Experience, Utilities
SAP
