TORONTO, Ontario – Jeff Fettes, Chief Operations Officer of 24-7 INtouch contact centers, and John Bryson, Director of Strategic Program Management at LivePerson are to speak at the upcoming National Conference on Operations and Fulfillment (NCOF) held April 19-21 at the Walt Disney World Swan & Dolphin Resort in Lake Buena Vista, FL. The session entitled “Talk Isn’t Cheap! Reduce Costs and Not the Customer Experience”, will take place on April 20th at 9:45 am where Fettes and Bryson will discuss the strategies, technologies and proven results of implementing a multichannel experience for customers.
Live chat, email and web self-service have evolved into intelligent engagement tools to help understand the customers’ need and optimize the value of each interaction. This session will help make a distinction between the different service delivery methods in each channel, and will focus on building a chat program through a discussion of the methodology behind the chat engagement technology, how to select and train chat-specific agents, and how to analyze customer data and feedback to develop new products, services and processes. Real client examples will be used to demonstrate program success.
“Having telephone customer support is a standard practice in today’s market, yet many businesses continue to miss the advantages and optimization potential that comes with a multichannel solution,” says Fettes. “By adding a second support channel like live chat, companies are able to reduce support costs through call deflection, without sacrificing the customer experience. Each customer interaction can provide valuable information that can be used to maximize ROI. This is just one key message we hope to communicate in our presentation.”
To schedule media appointments with 24-7 INtouch or LivePerson executives who will be speaking at the conference, please email press@24-7intouch.com.
To learn more about NCOF, please visit www.ncof.com
