7/15/2011
Upcoming Webinar to Discuss Optimizing CRM ROI and Streamlining Contact Center Solutions
WINNIPEG, Manitoba.
July 15, 2011 – 24-7 Intouch (www.24-7intouch.com), along with their CRM partner Astute Solutions and specialty store retailer The Children's Place, will be hosting a webinar entitled ‘The Children's Place Case Study: Key Technology Enablers to Achieve Maximized CRM ROI’ on Wednesday, July 20, 2011 at 2pm EST. This live webcast will be offered at no charge.
During the webinar, Tom McAneney, Director of Customer Service at The Children's Place, will discuss the agent training, seasonality, and technology inefficiencies that TCP’s internal retail business contact center was facing. Joined by Chris Wallace, Vice President of Sales, Dedicated Solutions at 24-7 Intouch and Bob Lichi of Astute Solutions, he will explain the outsourced solution that was developed to solve these challenges, as they highlight the best practices of contact center and client relationship management solutions.
Using data and analysis obtained from the real-world implementation of The Children's Place solutions, ‘The Children's Place Case Study: Key Technology Enablers to Achieve Maximized CRM ROI’ presentation will discuss key technology enablers used to integrate labor and optimize solutions. Topics to be covered in the presentation include:
- Building a flexible, scalable customer care program
- Implementing best practices and key technology enablers to optimize contact center KPIs
- Developing brand experts and using certification to create power users
"By combining Astute Solutions technology along with the professional staff at 24-7 Intouch, The Children's Place experienced unprecedented results," says Bob Lichi, Manager, Partner Channel, at Astute Solutions. "Through the course of just ten months, they saw a 37% reduction in contact abandonment, an 18% reduction in call handling time, and a 19% increase in contacts handled per labor hour."
About 24-7 Intouch
24-7 Intouch is a leading contact center outsourcing company that delivers innovative and value-driven outsourcing solutions via voice, live chat and email, across all industry segments. Using the most advanced technology in the industry and Certified Sales and Customer Service Representatives, the multichannel approach taken by 24-7 Intouch addresses both long and short-term goals to reduce costs, increase incremental revenue and deliver lifetime customer loyalty. The company operates under two service delivery models, Shared and Dedicated, which cater to the specific needs of each client with scalable and customized solutions. The 24-7 Intouch team is aligned to act as brand specialists, representing their client’s brand, culture and employees in each business partnership.