Time: 11:00 AM EST / 8:00 AM PST -- 1 Hour
As pressure intensifies for telecom executives to reduce churn and drive profits, the call center is becoming one of the main avenues for increasing the bottom line. Recent research conducted in the US and UK revealed that 69% of large B2C organizations now view their call centers as business-critical revenue generators but achieving this can be easier said than done. Join Jeff Nicholson from Pitney Bowes Software to find out what the best in class are doing differently in order to make this transformation a reality, and achieving results including:
•35% increase in revenues
•55% improvement in client satisfaction
•14% improvement in agent productivity
•26% increase in customer retention
A variety of transformation approaches for Call Center Customer Centricity Best Practice will be discussed, including the role of enabling technology such as customer analytics and real-time decisioning to achieve more engaging customer experiences, more profitable relationships and increased customer retention.