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Thursday, February 27, 2014 02:00 PM EST / 11:00 AM PST
 
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 Listen to a real world example of Wacker Neuson’s journey to provide world class service by arming their Contact Center Agents with customer knowledge gleaned from all of their enterprise systems to get a 360 degree view of the customer.

Instantaneously addressing customers’ needs means overcoming silos of information by viewing financial and transactional information from ERP systems with sales histories from CRM systems that have been communications enabled. By providing Contact Center agents the appropriate tools, a new paradigm for customer service can be achieved that is engaging, personalized, and provides interactive experience which increases your customer loyalty and long term profits.

The Holy Grail is that all aspects of this customer experience and interactions can be measured, be quantified, managed and optimized (Contact Center multi-channel communications, CRM, and ERP) by producing blended analytics, a unique and valuable 360 degree window into your customers entire experience.

Come and join Industry Analyst Jon Arnold who will be moderating a discussion with Sandy Reisenauer, Business Analyst, Wacker Neuson who will be sharing tales of her organization’s experiences beginning this journey, along with SAP Systems Integrators Neal Shact from CommuniTech Services and Sandeep Arora from Knack Systems discuss how to get started on improving the customer dialogue in your Contact Center to meet and exceed your customers' expectations.

Who should attend:
  • Chief Marketing Officers
  • Corporate Strategists
  • CEO’s, CIO’s and CFO’s
  • VP’s of Customer Service
  • Contact Center Managers

Presenters

Sandy Reisenauer
Business Analyst
Wacker Neuson


Neal Shact
CEO
CommuniTech Services


Sandeep Arora
COO
Knack Systems


Moderator

Jon Arnold
Analyst
Jon Arnold & Associates