Mar 21, 2013 2:30 PM – 3:30 PM EST This will be a fast-paced session with Elaine Cascio at the CRMXchange Multi-channel and Cloud Virtual Conference. Elaine is a passionate advocate for customer-centric self-service design based on clearly defined customer experience and channel strategies. Join her for for best practice ideas along with great tips to implement… Read More »
March 19, 2013 4:00 PM – 5:00 PM EST Building customer loyalty is a key driver, no matter what business you are in. This session uncovers how you can stand out from the crowd, using the power of multi-channel communications, to engage customers in valuable conversations. You will learn: How to build a customer loyalty… Read More »
March 19, 2013 11:30 AM – 12:30 PM EST Join Don Van Doren and Elaine Cascio for this keynote session at the CRMXchange Multi-channel and Cloud Virtual Conference. 2013 brings new opportunities to forge better connections with customers. There are new interaction capabilities—social media and mobile applications are examples—and new expectations on the part of customers. Understanding… Read More »
an article by Elaine Cascio in the January-February 2013 edition of Customer Magazine (free registration required.)
an article by Elaine Cascio in the December 2012 issue of Customer Magazine (free registration required.)
From the surface, an exceptional caller experience is simple, smooth, and efficient. But under the hood, the best interactions are driven by advanced design techniques and innovative technology. Interaction design demands an extensive view into the customer journey and the intent of the caller. Driving expedient task completion leads to caller satisfaction. Self-service technology requires… Read More »
Leverage the strengths of each channel for better interactions across — and between — channels. Companies not only tend to see channels in silos, but they organize them that way too. This session discusses the strengths of different channels and how to leverage them. It also defines the core elements needed to create an effective,… Read More »
A poorly designed IVR application can cost hundreds of thousands even millions of dollars in low usage, irate customers, and lost business. On the other hand, a well designed IVR can save your call center anywhere from $5 to over $10 on every completed call, as well as improve customer satisfaction. In this seminar, you’ll… Read More »
In this 3 minute interview with SkyRadio, Don highlights some of the key issues affecting contact centers today. Listen now
an article by Lisa Stockberger in the November 2012 issue of Customer Magazine (free registration required.)