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Using Technology to Deliver a Better Customer Experience

Thursday, March 15, 2012 02:00 PM EDT / 11:00 AM PDT

In today’s multichannel contact center environment, providing a truly exceptional integrated customer experience is a constant challenge and balancing act. Your customers couldn’t care less what technology platform you use -- they just
want a seamless interaction, regardless of medium or channel selected. On the other hand, selecting just that right blend of tools and technology needed to create an exceptional customer experience may be the single most important business decision you will ever make, given its huge impact on profitability
and total cost of ownership.

Learn how you can substantially improve business outcomes, increase Customer Satisfaction and Net Promoter® scores, and reduce overall cost-to-serve across all channels by deploying the technology platform and solution
best suited for your particular needs, be it Cloud, On Premise or a Hybrid.

In this informative webinar, listen in as technology innovation leaders, Tina J. Valdez, VP, Product Management at eLoyalty, a TeleTech company and Reid Behrendt, Enterprise Sales for Hosted Collaboration, Cisco Systems, share how you can leverage the latest technology advances, everything from the network platform selected to the specific kinds of social media tools needed, to create the perfect integrated multichannel customer experience.

Lower Operating Cost + Higher Quality = Greater Client Value!

Attendees will learn:
  • How to turn your existing contact center into a true customer collaboration hub.
  • The secrets to successfully accessing a complete customer profile, including buying patterns and segmentation information as customers move from channel to channel, resolving issues and increasing share
    of wallet along the way.
  • The impact of cloud technology on profitability and total cost of ownership.
Who should attend:
  • Senior Leadership in Contact Center Operations interested in improving performance across channels.
  • Senior Leadership in Customer Experience Management launching new business initiatives.
  • IT Leaders driving innovation, integration and migration to greater efficiencies.

Tina J. Valdez
Vice President Product Management
eLoyalty, A TeleTech Company

As the leader of Cloud, on-premise, and hybrid solution management, Valdez is responsible for creating and implementing product strategies and bringing to market technology innovations that enhance the customer experience. Prior to her current role at eLoyalty, Valdez ran the technology operations business units for TeleTech’s Cloud and International lines of business. In that role, Valdez implemented and managed large-scale and global technology innovations for Fortune 1000 and government clients and was accountable for business unit profitability and client satisfaction. Her operational and technical expertise helps eLoyalty’s clients leverage intelligent technology to deliver the ultimate customer experience in today’s expanding multichannel and data-dependent environment.

With more than 17 years of leadership experience in engineering, operations and technology management, Valdez has developed a successful career growing and maintaining new lines of business for the manufacturing, service and telecommunications industries. Before joining TeleTech, Valdez was employed by the U.S. Navy, General Electric, Qwest and Avaya.

Valdez received her bachelor’s degree in engineering from the United States Naval Academy and has an MBA from the University of Colorado.

Reid Behrendt
Enterprise Sales for Hosted Collaboration
Cisco Systems

Reid Behrendt joined Cisco in 2006 to lead Customer Contact Sales in the West. His expertise spans the portfolio of Cisco Contact Center products including extensive experience with Hosted Collaboration Solutions (HCS). He now drives Cloud Collaboration across the U.S. Enterprise in helping end customers move their Collaboration strategy to Cisco Cloud Partners. Prior to Cisco, Reid was driving Contact Center Sales for Aspect Communications and started his career over 16 years ago working for Sybase (an SAP Company).


Stefanie Mosca
Web editor

Stefanie Mosca is a Web editor for TMCnet. Previously she worked as a freelance copy editor for Digital Surgeons LLC. She holds a master’s degree in journalism from Quinnipiac University and a bachelor’s degree in communication from the University of New Haven.

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