Webinars

Listen, Measure, Engage: Optimize Customer Care Through Social Response Management

Investments in Social Media have breached the billion-dollar threshold. For key decision-makers, there are urgent questions that need intelligent answers: Are we tracking social media? How? How do we build our Facebook brand? Is anyone reading our messages from Twitter? How quickly do we reply?

 The consequences of failure to get into the social media groove are dire: your competition may trounce you, loyal followers may become frustrated, and you lose business!

A sobering investigation of this online landscape shatters the doubts of those who hesitate to offer social media response CRM services. Social media has the potential for sustainable advantages in increasing loyalty, improving customer satisfaction, boosting sales opportunities. It’s all about Customer Engagement Optimization.

Join Ken Lamzon at the Online Social Media event as he shares:

• Why embracing social media is a “choice,” but success requires 100% commitment

• How two-way communication leads to increased impact, and why it strengthens the customer relationship

• How social media can be a valuable channel for customer satisfaction

• The key elements for your social media response strategy, once you embrace social media as a customer service channel

• What are the advantages of outsourcing and why it is a natural evolution of CRM strategy

• How action-packed outsourced solutions can help you attract and retain new customers

• How to implement a social media strategy to further strengthen your competitive advantage in optimizing the total customer experience.

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The Changing Landscape of Outsourcing and Contact Centers

In today’s rapidly-evolving call center environment, “innovation” is no longer a pipe dream for a select few call center outsourcers. If customer management success is what you crave, innovation must be the standard in measuring performance, building longstanding partnerships and delivering results 100% of the time.

Though innovation is the key ingredient for any call center outsourcer aiming to grow, gain sustainable advantages, and compete globally, it cannot be the only focus. At the foundation of a successful call center strategy must be a solid Quality program that standardizes, polices and establishes the means to consistently deliver best-in-class solutions, no matter where you’re located.

This quality journey will neither happen overnight nor be the same for every organization, but success absolutely hinges on the incorporation of innovative strategies for overcoming challenges in business intelligence and process improvement.

This webinar, hosted by Cecilia Lopez, will share what avenues refine—and must define—your Quality programs in meeting the changing landscape of the Contact Center & Outsourcing industry through Quality…today’s differentiator.

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