Thursday: Learn about Using Customer Value to Distinguish Service Levels

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WEBINAR: Using Customer Value to Distinguish Service Levels Optimize service delivery and increase customer profitability by matching support channels to customer value Thursday, March 31, 2011 2:00pm ET/ 11:00am PT Every customer brings a different value to the companies they do business with. Therefore, the type of support each customers receives should be differentiated based on their worth. Companies that recognize the unique value that each customer carries and differentiate service to customers based on that value are able to maximize their business outcomes. For instance, companies that have optimized their support channels to differentiate service by customer value have seen revenues rise by 2 percent while reducing operating costs by 8 percent, according to Accenture research. In this webinar, Chief Marketing Officer Mariann McDonagh and Bassam Salem, Senior Vice President of Professional Services at inContact will discuss the reasons service-level differentiation is critical and the benefits that companies can obtain by applying the right mix of self-service and agent-assisted support to deliver on customer expectations and boost business value. What attendees will learn: Why service-level differentiation matters and how it can be applied to develop trusting and profitable relationships with customers. How to differentiate customers by their value and determine the type of support required to deliver the best possible customer experience in each interaction Best practices for encouraging certain customers to use self-service support tools. The role that social media plays in the service optimization mix and how it should be integrated into the overall service chain. Register Now! Presenters: Mariann McDonagh Chief Marketing Officer, inContact Bassam Salem Senior VP, Professional Services, inContact Chris DiMarco Web Editor, TMC

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