Webinar: Advanced Case Management in Customer Service - Productive Agents, Happy Customers

Sponsored by IBM SWG Industry Solutions
Type: Webinar
Overview | Register Now

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 watch this 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 

Available On-demand Speakers:

David Caldeira
Product Marketing Executive
IBM Enterprise Content Management

Omer Minkara
Research Analyst, Customer Experience & Service Management
Aberdeen Group