THE WORLD-CLASS CUSTOMER CONTACT FORUM 2010

THE IMPACT OF SOCIAL MEDIA ON MULTI CHANNEL SERVICE DELIVERY - GETTING THE CUSTOMER WHAT THEY WANT, WHERE AND WHEN THEY WANT IT!

Organisations are no longer tethered by the phone for your entire communication requirement. The extended network of communication tools and platforms also impacts the way customer service is delivered.

Empowered customer service organisations have not decreased their investment in front line staff but have found better ways to communicate the vision values and mission statements with their front line staff and customers.

Multi-Channel customer contact is changing faster than we actually perceive the changes. The nuances of customer contact are changing beyond all recognition and the wisdom that we communicate at different levels is now upon us so how do we communicate effectively with generation XY and Z?

The emphasis for businesses is to save money whilst trying to stay ahead of the competition whilst opening further channels to customer, is the ever changing landscape of customer care.

The First rule of engagement is communication. Communication is the cornerstone of any interaction – so how do you want to portray your brand now and in the future? The virtual world is evolving and will revolutionise the business model of contact centre operations. Will your business be able to offer centralised operations with the latest technology delivered in regional clusters which is the future of the contact centre?

The economic downturn has seen organisations ‘batten down the hatches’ and look for severe cost constraints’ and in some cases reduced headcount in customer facing roles. At WCCF this year we will be looking at:

• How to re-engage the disengaged,
• The business benefits of communications as a service
• Virtualisation of customer contact centres and
• How to implement a social media strategy

BOOK NOW and take full advantage of our Early-Bird offer of 10% (ends 14th October)

The forum is practitioner led and will investigate the impact of social media on customer care and also deliver thought leadership on home shoring and communications as a service and the operating business model for future customer contact.

This event was held on the 2nd November to 3rd November, 2010.

WHO WILL BE SPEAKING?