The confluence of economic changes, new communication capabilities, emerging social communities, and evolving customer expectations has fueled fundamental changes that are leaving no organization untouched. Every forward-thinking leadership team is asking, what do these changes mean to our organization? Our customer services? Our call center? As a result, customer contact services are undergoing their most significant “upgrade” ever – touching people, processes, technologies, and strategy – as they become increasingly central in organization-wide efforts to understand and meet customer expectations.
Attend this complimentary webinar and you'll take your contact center into 2012 on solid footing to:
- Understand the contact center's changing role in creating customer loyalty
- Harness the contact center's potential
- Reshape the customer access strategy
- Build all customer interactions into plans and processes
In this not-to-miss presentation, author and consultant Brad Cleveland – who has had a front row seat in his work with organizations across the globe – will define the deep changes taking place, and the steps you need to take now to prepare your organization, your team and yourself to survive and thrive in the months and years ahead.
Presenters
Brad Cleveland
Author, Consultant,
Co-Founder and Senior Advisor, ICMI
Brad Cleveland is known globally as a thought leader in customer relationships, customer services, and the fast-evolving communications economy. A highly sought consultant, speaker and author, he has worked in 45 states and over 60 countries, and his clients have included many of today's service leaders -- Apple, HP, American Express, USAA, Coca Cola, and others. He's also advised governments in the United States, Australia, Germany, Canada, and the United Kingdom.
Brad is author and/or editor of eight books -- including Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment -- and is recipient of an Amazon.com best selling award. His books and articles have been translated into over a dozen languages. He has appeared in The Wall Street Journal, Fast Company, Inc. Magazine, Forbes, US News and World Report, CNN Money, Kiplingers, the Los Angeles Times, Washington Post, Financial Times, and the New York Times, as well as on major television networks (PBS, CNBC, Fox, MSNBC, and others), NPR's All Things Considered, and the in-flight programs of several airlines. He has received numerous industry awards in the customer service field, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award.
One of the initial partners in and former president and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L).
Drew Paik
Director, Customer Acquisition
MarketTools Inc.
Drew Paik is a sales and marketing professional with over 15 years of experience in the technology industry. He is currently the Director of Field Marketing for MarketTools, where he oversees all aspect of outreach to customers and prospects. Prior to MarketTools, Drew managed global marketing operations for Google Enterprise. He also held several roles at Postini (acquired by Google in 2007), including product marketing, marketing operations, sales operations, and field marketing. Before Postini, Drew held sales and marketing positions with Microsoft, NetIQ, and McAfee. Drew has a degree in English and Political Science from the University of California at Berkeley.
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