Your Call Center and CRM: The Face Your Customer Sees First

05/08/13 • 57 min

Technology Revolution: The Future of Now

Today’s buzz: Who’s minding your call center right now? You’d better know who. Because they alone are responsible for the instant opinion a caller forms about your entire company. Are your agents generating rolls of thunder or applause for you? The experts speak. Dennis Goodheart, IP Network Consulting: “You can fool some of the people all the time, and all the people some of the time, but you cannot fool all the people all the time.” (Abraham Lincoln) Neal Shact, CommuniTech: “The customer experience is an increasingly critical marketing battleground and the contact center sits dead-center. It’s the ‘face’ your customers see. A great experience with intimacy and personalized service builds customer loyalty and repeat business; if not, hope it doesn’t go viral like United Airlines found out with the video United Breaks Guitars (12.75M+ hits).” Jim Goldfinger, SAP: “Just because it’s usable, doesn’t mean it’s useful.” Join us for Your Call Center & CRM: The Face Your Customer Sees First.

Previous Episode

The Next Generation: Social and Business

Social and business. Will this marriage last? The experts speak. Prof. Jerry Kane: “We're only at the beginning of the revolution ushered in by and through social, mobile, and digital technologies. Businesses, societies, and governments will be so radically different in 15 years...we’ll barely recognize them.” Gabi San Martin: “Business...has quickly become a conversation between the customer and the company.” Rohit Ohri: “As social media becomes overloaded and ‘popular,’ the key skill will be properly filtering the data, or in a more human sense, listening.” Mark Yolton, SAP: “It is not the strongest of the species that survives, nor the most intelligent. It is the one most adaptable to change.” - Not by Charles Darwin. Todd Wilms, SAP: “By 2015, we will be drowning in content and messages. As marketers, it is our responsibility to clean-up the landscape by creating smart, targeted content and messages, and stop the deluge of trash...” Join us for The Next Generation: Social and Business.