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 Can you deliver a Best-in-Class Customer Experience across all your Channels?

This webcast was originally broadcast on:
Thursday, March 08, 2012 11:00 AM PST / 2:00 PM EST

Organizations today are utilizing multiple channels like call centers, email, chat, and social media to serve their customers. Are you effectively utilizing all these channels? Do your customers get consistent and effective experience across
all these channels? Learn tips and strategies to develop “Best-In-Class” performance in the multi-channel world of Customer Service.

This Webinar will share research and survey results from a recent study by the Aberdeen Group. Research Director, Sumair Dutta will present his research on 180 service professionals including identified patterns and metrics benchmarks that distinguish Best-in-class companies from the average performers. Leading organizations deliver consistent and effective service experience no matter
what channel is being accessed by the customer not only providing higher satisfaction, but also reducing the operational costs.

Join Aberdeen Group, Research Director, Sumair Dutta’s discussion on this valuable survey.

What Attendees will learn:
  • What are best-in-class companies doing different
  • What pitfalls are they avoiding?
  • Why are they achieving greater success?
  • What technologies and services are enabling them to succeed?
Who should attend:
Professionals and leaders in
  • Customer Service
  • Call-Center operations
  • Customer Experience
  • Marketing
  • Information Technology
Special Offer: Everyone who registers for this webinar will receive a copy of this highly informative research note - “Delivering a Seamless Customer Experience with Multi-Channel Support”

Presenters

Sumair Dutta
Research Director, Service Management
Aberdeen

As the director of the service management practice, Sumair Dutta researches and examines how service and manufacturing executives are utilizing technology and streamlining business practices to improve post-sales service and support processes. Through practitioner benchmarking and analysis of Aberdeen’s research database, he examines how Best-in-Class service organizations are reengineering their service chains for optimum performance and increased profitability.

Sumair’s coverage areas within the service space primarily cover the following topics on which he has written over 100 research reports and benchmarked more than 10,000 service executives:
  • Field workforce management
  • Scheduling/Dispatch
  • Location-Based Services
  • Mobility
  • Remote Product Service and Diagnostics
  • Customer Service Contact Centers and Web Service
Along with these specific areas of coverage, Sumair is also responsible for the development of a community of ‘Chief Service Officers’ to share and present best practices surrounding the ascent of service in today’s global organization.

Sumair Dutta’s past experience has primarily dealt with financial and investment strategy. He holds an MBA from Babson College and a BBA in Finance, Banking and Investments from the University of Wisconsin-Madison.


Vikas Nehru
Vice President, Product Marketing
KANA Software, Inc.

Vikas joined KANA in 2004 and currently serves as the Vice President of Product Marketing. He has been instrumental in leading the direction of KANA's solution suite with senior roles across engineering, product management and marketing. With over 15+ years of experience in the customer service industry, Vikas is focused on understanding customer pain and bringing solutions to market that generate value, revenue and meet the functional and practical requirements of the end user. Vikas received his B.Sc. and M.Sc. in Computer Science from the University of Alberta, Canada.

Moderator

Stefania Viscusi
Editor
TMCnet

Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.


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