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Webinar
A Closer Look at Customer Loyalty: Knowing What’s Best to Measure for Your Business
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Call/Contact Center
Call/Contact Center
Call/Contact Center Excellence
Tuesday // June 10th, 2008
Tuesday, June 10th (11:15-12:15)
Retaining Customers – Call Centers Can Make a HUGE Impact
Working smarter with Customer Loyalty and Retention strategies is not just a “nice to have” but adds real economic value to the company’s bottom line. The AmTrust Bank Customer Contact Center, in partnership with our Marketing and Customer Loyalty groups, is making a difference for customers every day. Share your best practices during an engaging case-study review of how we’ve used the Customer Contact Center to make a customer and bottom-line company impact.
- How strategic are we as companies in looking at our customer lifecycle.
- How do we get customers onboard?
- Do we know our numbers and economics when it comes to acquisition and retention?
- Does spending time and money on loyalty and retention payoff?
Michael Adams
Vice President/Director – Customer Contact Center
AMTRUST BANK
Tuesday, June 10th (1:30-2:30)
Navigating Change - Using BPM technology to respond to industry changes, increase agent productivity and deliver World Class Customer Service. Hear how American National Insurance Company (ANICO) uses Business Process Management (BPM) technology to turn change into a competitive advantage by creating a one-stop shop for customer inquiries and service requests. ANICO uses BPM in their contact centers to build processes that empower agents, bridge legacy application silos and marry customer and business data to drive customer interactions. As a result, they have seen radical increases in their agent productivity and customer satisfaction rates. Zeb Miller, Assistant Vice President of Health Administration, AMERICAN NATIONAL INSURANCE & Neal Beliveau, Senior Product Manager,
PEGASYSTEMS
Tuesday, June 10th (3:00-4:00)
Revolutionize Your Company with Customer Feedback- NOW
You have what it takes to catapult your company to the next level: consumer insights. Right now. But nobody’s listening. You can change all that. Come see how.
- Easy ways to score immediate wins
- Proven techniques for long-term success
- Tools, templates and more!
John Cronce
Manager, Contact Centers
JOCKEY INTERNATIONAL, INC.
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Wednesday // June 11th, 2008
Wednesday, June 11th (1:30-2:30)
Optimize your Customer Contact Initiatives… NOW!
Yesterday you heard from the former CEO of Soutwest Airlines, now hear how another airline is currently putting leadership initiatives into action on the front line. Steve Priest, British Airways’ Senior Vice President of Customer Contact & Distribution shares his tips for optimizing you customer contact initiatives NOW.
Steve Priest
Senior Vice President
Contact & Distribution, Americas
BRITISH AIRWAYS
Wednesday, June 11th (2:30-3:30)
Maximizing Operational Efficiencies with Home Office Agents
Managing contact centers in today’s borderless environment is growing increasingly more challenging. Not only do customers demand and expect rapid responses with high levels of customer service but staff are striving for more of a work-life balance. These two can be diametrically opposed to one another and can prove to be quite challenging to manage effectively. With the implementation of a telework environment, organizations have seen improvements in their ability to scale up and down based on peak call volume periods, create an additional layer of call center redundancy and also retain valuable, senior staff members.
- Call Volume Scalability
- Contact center redundancy, business continuity
- Retention and employee satisfaction
Victoria Amaral
Vice President, Operations
HRG NORTH AMERICA