Thursday, May 29, 2008
8 am PDT / 11 am EDT / 3 pm GMT

Today’s challenging marketplace forces most companies to focus on delivering great customer experiences and increasing revenue - while at the same time - reducing related operational costs. This in turn mandates that every customer interaction, through a contact center, retail store, or web self-service, is handled efficiently, effectively and in a personalized manner. You must provide prompt accurate answers to your customer’s toughest questions and issues. However, handling every customer interaction perfectly is an often challenging, elusive objective.

In this webinar, you will learn how to leverage knowledge management strategies and technologies across your customer processes, channels and supporting CRM systems to meet critical business objectives, realizing benefits such as:

• Solving more customer issues at first point of contact
• Decreasing average handling times
• Deflecting calls with improved web self-help
• Improving cross-sell & up-sell effectiveness
• Delivering in-context knowledge at the right time to the right people - your customers, agents, other employees, and partners - across multiple channels
• Efficiently managing and publishing up-to-date knowledge relating to complex and ever changing products and services

Topic:	Unifying Knowledge Management and CRM: Strategies to Enhance the Customer Experience
Presenters:	Mitch Kramer, Sr. Vice President, Patricia Seybold Group Stephane Viallet, Vice President Strategic Alliances, InStranet
Date:	Thursday, May 29, 2008
Time:	8 am PDT / 11 am EDT / 3 pm GMT

  
Register today for this Knowledge Management best practices webinar