Recordings from ACCE Live 2011
Facebook-to-Case-to-Close: "Going Social" in your Customer Service Strategy
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Recorded on: Tuesday, June 14, 2011
Speakers:
Kip Wetzel, Senior Director of Social Media Servicing and Strategy @ Comcast
Fergus Griffin, Vice President, Service Cloud Product Marketing, salesforce.com
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Want to go social in your customer service strategy, but don’t know how? This keynote will help you make the business case for social media by showing how it can affect your top and bottom line today - and how customer service can accelerate the social strategy that sets up your company for success in the future. Join us to hear how Comcast has integrated social media channels like Facebook and Twitter into their existing customer service processes and get actionable steps and guidelines for how to improve contact center metrics, customer satisfaction, and long-term customer loyalty.
Using the Voice of the Customer to Improve Service
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Recorded On: Tuesday, June 14, 2011
Speakers:
Brad Cleveland, Senior Advisor and Former President/CEO, ICMI
John Goodman, Vice Chairman, TARP Worldwide
Todd Hixson, Operations Manager, Intuit
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When creating this year's ACCE program, our Conference Advisory Board spoke extensively about the many benefits -- to not only the customer experience, but the organization itself -- of gathering and executing against actionable Voice of the Customer data. Listen as they discuss this important trend, and what forward-thinking companies are doing to let the voice of the customers shape their businesses.
Thriving in the New Era of Customer Relationships
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Recorded On: Tuesday, June 14, 2011
Speakers:
Brad Cleveland, Senior Advisor and Former President/CEO, ICMI
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The confluence of economic changes, new communication capabilities, and evolving customer expectations has fueled the contact center’s most significant “upgrade” ever as they become increasingly central in organization-wide efforts to understand and meet customer expectations. Join industry icon Brad Cleveland as he defines 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.
Personalized Customer Experience – Your Competitive Edge
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Recorded On: Wednesday, June 15, 2011
Speakers:
Jorge R. Blanco, Vice President, Product Marketing Contact Center Solutions, Avaya
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New communication media and advances in technology are changing the way your customer wants to interact with your company. Join industry leader Jorge Blanco, Vice President of Product Marketing for Contact Center Solutions at Avaya, as he shares the results of a never before released Contact Center Consumer Preference Study, that demonstrates how your customer expectations are driving the need to provide a personalized customer experience. Jorge will share best practices for delivering a context rich, multi-channel contact center to delight your customers and serve as true competitive differentiation for your business.
Meet the Finalists for ICMI's Global Call Center of the Year Awards
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Recorded On: Wednesday, June 15, 2011
Speakers:
Layne Holley, ICMI Community Services Director
Safelight; New York Life; Consolidated Credit; iContact
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Join Layne Holley, ICMI Community Services Director, as she interviews ICMI's Global Call Center of the Year Award finalists to find out what brought them to the head of a very competitive pack. Learn where they excel and how they achieved contact center excellence.
Global Call Center of the Year Award Ceremony
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Recorded On: Wednesday, June 15, 2011
Speakers:
Layne Holley, ICMI Community Services Director
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Envelope please! Join ICMI as we name the winners of our 2011 Global Call Center of the Year Awards. Each year, our panel of expert judges looks at small-to-medium and large call and contact centers from all over the world to select the best of the best in practices and performance. Who will it be this year? We’ll also introduce you to the winners of the China Call Center of the Year Awards, and recognize award winners from around the globe who are attending ACCE.