Right Channeling Webinar with Forrester and ATG – Right Channeling Customer Service

Informative Webinar On Right Channeling – web self-service to chat to click to call, an optimized user experience.

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Archived Webinar

Right Channeling Customer Service
A Practical Guide Webinar with Forrester Research, Inc.

September 16, 2010

Ryan Hoppe, Director of Product Marketing, ATG
Mike Hennessy,VP of Marketing, IntelliResponse
Diane Clarkson,Analyst, Forrester Research, Inc.

From a customer service perspective, right-channeling is about aligning the right customer with the right channel, at the right time. When executed effectively, right channeling can lower service costs while enhancing the customer experience. Despite its obvious potential, however, many organizations are unsure how to effectively execute on their right channeling strategies and align their online customer service in a cohesive manner.

Gain answers to your important online customer service questions:

  • How do I determine what customer service channel(s) to launch?
  • To what extent will new channels deflect volumes from my existing ones?
  • How do I align technology choices with customer interaction complexity levels?

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