Proactive Customer Care: Tips and Trends for Delivering an Extraordinary Customer Experience

Rate this Webinar: (4.0 Stars | 2 Votes)   Thanks for your rating! Tags: csg

Sponsor

Proactive Customer Care (PCC): “A business strategy that makes consumers’, partners’, constituents’ or employees’ lives better and easier by addressing issues before a problem or need arises.” – DMG Consulting

The concept of Proactive Customer Care (PCC) is nothing new for today’s customer-focused organizations. However, the ability to rapidly adopt a PCC Strategy that efficiently and cost effectively communicates with customers via their preferred channels, including phone, email, SMS, social media, and more – is a new reality.

In this webinar, join Donna Fluss, President, DMG Consulting, and Rick Danos, Director of Product Management, CSG International, as they discuss PCC market research and trends, explore real-world PCC case studies and strategies, and provide actionable tips for how enterprises can effectively leverage a variety of PCC solutions to drive real business results.

Learn how to:

• Leverage PCC to increase revenue and build customer loyalty – while reducing costs of service and support
• Design and deploy a successful multi-channel PCC program: calls (inbound and outbound), email, SMS, chat, social media
• Convince key stakeholders why PCC should be an essential element of your company’s customer experience management strategy
• Integrate PCC into your current customer care strategies
 

Presenters:

Donna Fluss Founder and President DMG Consulting LLC

Donna Fluss is the founder and president of DMG Consulting LLC.  She is highly regarded by industry leaders, enterprises, contact center executives and the financial community as one of the foremost experts on contact center, analytics and the back office. With 28 years of experience helping organizations build world-class contact centers, and assisting vendors to develop and deliver competitive solutions, Fluss created DMG Consulting to provide the market with unparalleled and unbiased research, analysis and consulting services.

Rick Danos Director, Product Management CSG International

Rick Danos is the Director of Product Management for CSG International’s Interactive Messaging group, which specializes in delivering automated and interactive customer communication solutions via Interactive Voice Response (IVR), SMS, email, and web services. Danos has over 15 years of experience working with large scale telecommunications providers and dot com companies across ordering, billing, revenue assurance, and provisioning spaces – including extensive time spent leading North and South American professional services divisions responsible  for deploying product-based billing support system software, fraud systems, and OSS integration software products.Danos holds a Bachelor of Science, Mechanical Engineering from the University of Colorado, and MBA from the University of Michigan.

By entering in your information and submitting the form, you give the sponsor permission to contact you regarding their product.

Report Abuse   ks_gibbs 10/25/2011 4:48:25 PM EDT I have a challenge for you. I am not allowed to use the company name in my advertising, or reference any specific product, I must use my 'business' name instead or simply refer to my name. My clients will need to be within the one province and preferably within 100 km of my office since there needs to be one on one communication with the client. This is a very confidential and highly regulated business. Any suggestions? Replies (0) Post a reply Sign in or Sign up to post a comment