Empowered customers have drastically changed the modern business landscape. The increasing adoption and use of social media portals as well as mobile devices enables buyers to become hyper connected with one another. This also amplifies the voice of the customer as businesses can no longer hide from a poor customer service interaction. Use of relevant and timely content is a key enabler helping customer care organizations address this challenge.
We invite you to join our upcoming webinar with Aberdeen Group to learn how case management helps companies empower their customer service representatives/ contact center agents with the right information at the right time to deliver personalized client interactions.
In this webinar you’ll learn:
How customer service needs to change to adapt to the ‘new normal’
The business value of case management in customer care
Steps to improve key customer service measures through case management
Role of case management in improving contact center agent productivity
Date: Thursday, March 6, 2014 Time: 10am PST / 1pm EST
David Caldeira Product Marketing Executive IBM Enterprise Content Management
Omer Minkara Research Analyst, Customer Experience & Service Management Aberdeen Group