February 22 - 24, 2010, Hilton Miami Downtown Hotel, Miami, FL
Register by 2/5/2010 and receive up to $947 off!
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7:30 am Workshop Registration – Coffee/Tea
Organizational culture and its effect on organizations have been widely
studied. One robust finding is that different disciplines and groups within
organizations develop their own cultures, ways of interacting with
customers, and norms for what constitutes good service. This often results
in uneven experiences for customers across different modalities and
channels. A concrete implication for self-service is a frustration on the part
of the customer who encounters uneven experiences across modalities.
In this workshop, leverage your leader’s and peer attendees’ experience in
strategic, cross-organizational cross-modality service design to discuss and
consider strategies and solutions for integrated, cross-modality, high quality
Benefits of Attending:
Dr. Paul Sherman
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11:00 am Registration for Workshop B – Lunch will be served.
Automated customer self-service offers an irresistible promise to
organizations: self-service systems will both reduce costs and
simultaneously offer faster, 24 - 7 service to their customers. When
customers use self-service options for simpler, more mundane tasks,
employees are free to focus on higher-value, revenue-generating tasks, so
the more self-service the better!
The reality is often quite different from this promise, especially for
organizations that offer multiple self-service channels. Because each selfservice
channel operates in its own silo, and customers don’t know which
channel to choose, they are often shuttled from the website to the IVR and
back again without resolving the problem. As a result, customers begin to
view self-service as a service barrier, or a way to keep them away from ‘real
people’ in the organization.
“You can’t manage what you can’t measure.” A successful self-service
application requires a clear understanding of how to measure success. This
tutorial will outline a business process for maximizing the success of a selfservice
application; discuss how to identify and select metrics and targets
that are appropriate and achievable; and describe how to ensure continued
application success through ongoing measurement and continuous
improvement. Real-world examples from Vocalabs' industry benchmarking
research will be provided.
Benefits of attending:
Emily Selene de Rotstein
Vice President, Sales and Marketing
Vocalabs | Better Surveys. Better
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