Five Proven Strategies to Drive ROI for Online Chat
This FREE webinar was recorded on:
Tuesday, August 16, 2011, 12:00 PM - 1:00 PM ET
Presenters: Emily Millar , Jeffrey Hutchings , Kim Keating
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Online chat continues to develop as both a convenient customer service channel, and a cost effective sales delivery method. But even with its growing consumer preference, impressive ROI, and high CSAT, online chat is still regarded as an immature channel. However, as more consumers go to the web for support and online shopping, there remain tremendous opportunities for companies to deliver better customer service online and more sales – in real time.
In this webinar, TELUS International, Dell and SPOT Consulting, share key research and customer-proven best practices, which have driven the growth and performance of online chat for customer service and sales. Bringing together a panel of industry experts, this webinar will analyze and review industry-proven strategies and case studies for:
- Adopting and integrating online chat for customer service & sales
- How customer service leader and chat pioneer, Dell, uses chat best practices to drive customer satisfaction and sales ROI
- Online chat employee training: best practice performance, skills, quality & style
- The variety of chat system features which help drive the ideal chat customer experience
Presenters:
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Emily Millar
VP Client Relations TELUS International |
Emily is a seasoned outsourcing executive bringing both global BPO and Fortune 500 technology client experience to her VP Client Relations role with TELUS International. Prior to TELUS, Emily served as SVP, Relationship Management and then General Manager at two large outsourcing / BPO firms managing key global client engagements including HP, Microsoft, DIRECTV, Virgin Mobile, T-Mobile and Sony Entertainment.
Emily also brings over ten years experience in various management roles at both Adobe Systems and Apple including serving as VP of Worldwide Technical Support at Adobe. She also served as the Policy Board Chair of the Customer Operations Performance Center (COPC) from 1996 to 2001.
Emily lives in the Seattle, Washington area with her family where she volunteers at several community outreach projects focusing on homelessness, school activism and disadvantaged citizens.
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Jeffrey Hutchings
Sales Director Dell Inc. |
Jeff has over 10 years of experience leading various sales segments at Dell Inc. Currently he is the Sales Director of N. American Chat for Consumer & Small Business at Dell; responsible for Profitability, Growth, Operating Expenses, Customer Experience and Employee Experience.
Prior to Chat Leadership, Jeff was the Regional Sales Manager of the Dell Consumer Phone Sales Business. This gives him unique perspective to compare the Voice vs. Chat sales channels, as well as expert insight on contact trending over time.
Jeff lives with his family near Austin, TX and spends his spare time working with Christian youth retreat centers in Central Texas.
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Kim Keating
VP Client Services SPOT Consulting |
With over 15 years in engineering, corporate strategy, business development, and customer service, Kim leads the SPOT Consulting contact center optimization practice focused on competitive analysis and business intelligence. She has helped deliver significant savings to Fortune 500 companies including TELUS, DIRECTV, Microsoft and Dell.
Prior to SPOT, Kim held senior positions in customer service and support operations at Dell, Gravitant, National Instruments and Motorola; even being named Dell employee of the quarter back in 2004. In addition to her Six Sigma Green and Black Belt certifications, she is also a certified consultant for the Vested Outsourcing™
Process, an outcomes-based Business-to-Business partnership model.
Kim has her bachelor’s degree in electrical engineering from the University of Maryland and an MBA from the University of Texas.
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can i please get a copy of the slides to my email ernestop@lacuracao.com
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can i please receive a copy of the presentation to my mai?
shay@neogames.com
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Can you please send me a copy of the slides to go through at ankush.bakshi@gmail.com
Thanks.
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Is it possible to get a copy of the slides?
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Is it possible to get a copy of the presentation? Audio/Video?
Thanks,
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The webinar login instructions should now be available. The webinar is working to view on demand.
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I was able to log on to the webinar via google chrome. I would suggest downloading google chrome and open the webinar that way.
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SInce I am not able to login, I would request to send me the webinar details to mail in case of a possibility.
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Tried numerous times to log-on but I'm booted out every time. Is there a number we can call in ?
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Just click register while logged in and it will then bring you to View Webinar.. Just figured it out ; )
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Have not received log in information yet..
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i also have received nothing yet to log in with
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Did this get cancelled?
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I have not recieved any login instructions for the webinar. Please share the TN details to call and participate along with the webinar.
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I also never received log-in instructions for this webinar.
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I am waiting for login instructions.
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I have not received email with webinar instructions yet
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At what time will this take place for Europe? Sounds interesting!
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Am in Australia but very interested in this. I think it is 5am our time. Will it be recorded?
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Looking forward to facilitating our CMIQ webinar on strategies that drive ROI for chat. Let us know if you have questions in advance related to online chat for customer service and sales. Share a comment here and we’ll aim to answer your question in the Q&A portion of the webinar. Be sure to tell us your role and what industry you work in. Looking forward to sharing our chat benchmark research and findings!
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-
Customer Experience Management for Banking & Financial Services
Venue to be confirmed, London, UK
September 18- 20, 2012 -
12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
3rd Annual UAE Customer Service Week
Abu Dhabi, United Arab Emirates
September 30- 3, 2012 -
Customer Experience Management in Telecoms: UK Summit
Chelsea Football Club, London, UK
July 16- 19, 2012
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