Effectively Managing Customer Relationships
Empowering contact center excellence for 30 years!

Effectively Managing Customer Relationships

Date: Monday, October 21, 2013

Speakers: Melissa Kovacevic, Mike Reinhart

Sponsor:

Watch or download the Educast below.

Many contact centers claim to be customer-centric when in reality the operating, systems and people pieces of the customer experience puzzle don’t fit together well. So how can you ensure that your contact center is effectively managing customer relationships?

This educast will reveal ways your organization can effectively align people, process and technology to improve the customer experience. 8x8’s Mike Reinhart will also offer advice for integrating your contact center solution and your CRM.

Watch this short but powerful presentation to learn how your contact center can manage its customer relationships more effectively.



Click here to download the educast to your computer. (Right click and save the file to your desktop)








Speakers
Melissa Kovacevic

Melissa Kovacevic

Contact Center and Customer Engagement Consultant,

Melissa opened her Contact Center consulting business in 1983. She partners with clients to develop and implement operational strategies for efficiency and best customer experience. Melissa designs and personally facilitates custom-designed training onsite or via webcam including her in demand “Coach the Quality Coach” classes and one to one coaching sessions. For more information: www.mkcallcenterimprovement.com

Mike Reinhart

Sr. Product Marketing Manager , 8x8, Inc.

Mike Reinhart is the Sr. Product Marketing Manager at 8x8, Inc. focused on Virtual Contact Center product applications and solutions. Mike is a 30 year veteran in the communications industry working in the largest organizations in the industry to the beginning stages of communications start-ups. 11 of Mike's years in communications were spent selling, marketing and product managing Hosted/Cloud based service offerings to businesses of all sizes. Mike has worked with companies such as Apple, Symantec and Adobe etc. along with fostering wholesale reseller relationships with ATT, Verizon and Sprint etc. Mike holds a Bachelor of Science degree from the University of San Francisco in Information Systems Management, along with technical certifications from top communications hardware manufacturers.


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Topics: Customer Experience, People Management

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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