In today’s competitive marketplace, customer service is now a selling point. Henry Ford once said, A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large. Companies who are staying ahead of customer expectations know that they must provide outstanding and consistent service to the customer regardless of the channel that is used.
The Omni Channel service organization looks at ways to improve the level of service and maintain cost through efficiencies. Although email is a lower cost interaction for most companies, there are still several areas that are overlooked that can cause bad experiences and send the wrong brand message.
Agenda
Faculty
Steve McKinney
CPI - www.commprod.com
- Customer experience designer for Communications Products Inc.
- 25 years of customer service experience
- 10 years of consulting and deploying customer experience software
- His achievements in customer advocacy have been highlighted in various trade magazines
- In 2004, 1 to 1 Magazine gave Steve the national award as a fierce customer advocate
- By combining his operation knowledge of contact centers with his passion for industry leading technology, Steve has helped numerous organizations (The United States Air Force, DeVry University, New York MTA, DirecTV, DISH Network, Proctor and Gamble, General Electric and Panera) improve their customer experience
- Can be contacted at [email protected]
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