The traditional inbound contact centre model is evolving as today’s consumers want access to more self-service options and expect that customer service models will align with their busy schedules. Organisations need to develop more efficient and effective ways to interact with these busy, multi-channel communicating consumers. Based on Convergys’ 2011 UK Customer Scorecard, 61% of consumer responded that the customer experience has not improved over the past year, and another 14% said that it has actually declined. To remain competitive and meet customer satisfaction, companies need to transform their contact centres into “interaction centres,” where the focus is on proactive customer communications. This new strategy will blend inbound and outbound communications into one seamless customer interaction using the consumer’s preferred communications channels and enable businesses to build stronger, more profitable relationships.
On 7 December, SoundBite Communications, Inc. (Nasdaq: SDBT) will host a one-hour webinar featuring David Lopes, Director of Technology and Business Development in EMEA from Convergys, along with Jay Rielly, Vice President of Global Services, and Frank Sherlock, Global Business Development Director from SoundBite Communications. During the webinar, they will discuss the growth of proactive communications and how changes in the communications landscape have forced organisations to revisit their contact centre strategies. The speakers will also provide additional data from Convergys’ 2011 UK Scorecard and share five steps to build a better relationship with customers through the use of multi-channel communications and a cloud-based delivery model.
Webinar attendees will receive a complimentary copy of a joint whitepaper by SoundBite and Convergys. Attendees will also learn:
• Today’s customer experience and its impact on business;
• Contact preferences and communications channel diversity;
• The link between customer satisfaction, effort, and loyalty;
• Deployment of proactive customer communications;
• Evolution to a next-generation call centre;
WHEN: Wednesday, 7 December 2011, 2:00 pm. UKT/GMT
WHO: David Lopes, Convergys Director of Technology and Business Development in EMEA
• Jay Rielly, Vice President of Global Services, SoundBite Communications
• Frank Sherlock, Global Business Development Director, SoundBite Communication
As a leader in customer management for over 30 years, Convergys (convergys.com) is uniquely focused on helping companies find new ways to add value to their customer relationships. Every day our clients confront the demands of reducing customer effort, improving operational efficiency, and increasing revenue. Companies count on Convergys’ expertise to overcome and balance the ever-changing challenges to deliver the customer experience that helps them win in their marketplace. Our actionable insight stems from handling billions of customer interactions annually for our clients. Among Fortune 500 companies, over half of the top 50 are clients that trust their most important relationships to Convergys.
About SoundBite Communications
SoundBite Communications (SoundBite.com) is a leading provider of cloud-based, on-demand, multi-channel proactive customer communications solutions designed to transform the way organizations communicate throughout the customer lifecycle to build trusted, lifelong and profitable relationships. Clients can leverage SoundBite's proactive customer communications offering and expertise in designing, executing and optimizing communications strategies to engage in relevant customer interactions that deliver long-term business value.
SoundBite is a registered service mark of SoundBite Communications, Inc.