Contact Centers of a business have the responsibility to manage all customers' information, allow contact information to be routed to appropriate people, tracking contacts, data collection, queries to be answered and much more, which is not all that easy.

Choosing a good CRM solution can increase the effectiveness as well as the efficiency of a contact center. However, during challenging economic conditions, a contact center's efficiency or effectiveness are not the powerful competitive differentiators. It is the forgotten "E' -- for experience - of the customer which will act as the powerful competitive differentiator. Focusing more on the customer's experience at every touch point always pays, says Convergys.

To learn more on how to focus on the most strategically important customers; deliver a consistent customer experience at every touch point; optimize the customer experience and more, be sure to attend the free Webinar "The Forgotten "E": Focusing on the Customer Experience at Every Touch Point" hosted by Convergys.

The event will be held Tuesday, June 29, 2010 at 11:00 AM EDT / 8:00 AM PDT.

Customer care/ customer experience executives, call center directors and managers as well as anyone who impacts the customer experience can attend this webinar.

The webinar will be present by Shaun Smith, business author, consultant, and customer-experience expert, and by Bob Moore, director, solutions marketing, Convergys (News - Alert).

Smith runs his own London-based customer experience consultancy, Smith+co. He has co-authored three acclaimed business books.

 

Moore has 20 years of experience in the areas of market strategy and planning, product management, and product marketing for technology companies.

 

To attend the Webinar "The Forgotten "E": Focusing on the Customer Experience at Every Touch Point," REGISTER NOW.