On-Demand Webcast
(Recording from live event held June 4, 2009)
Join us for an interactive webinar with contact center guru Bill Price, author of The Best Service is No Service, who will share four proven strategies to help support shift from enduring the economic conditions to gaining a sustainable competitive advantage. Learn how to improve customer experiences, reduce operational costs and retain top technical talent.
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Speaker 
Bill Price |
During a recession, organizations focus on one thing: Survival. But with an economic upturn on the horizon, simply surviving isn't enough to stay competitive—companies must implement strategies that make their organizations thrive. For support-center leaders, it's time to innovate and optimize the customer experience.
- How new technologies can help you cost-effectively support demanding customers
- Ways to refine staff training, practices and metrics to encourage customer-centric behavior
- How to find and eliminate "dumb" contacts that can
consume nearly 40% of resources - Tips for creating a culture that takes initiative
and celebrates success
About the Speaker
Bill Price started Driva Solutions in September 2001 to help companies achieve the delicate balance between cost containment and greater customer loyalty via their contact centers and other customer-facing operations. Prior to forming Driva Solutions, he was Amazon.com's first Vice President of Global Customer Service. Before Amazon.com, Bill spent 20 years in customer care and services management at McKinsey & Company, Automated Call Processing Corporation and MCI. Mr. Price is currently a member of CustomerThink's 2009 Editorial Board.
Register now and you'll also receive a free SSPA white paper:
The Six Toughest Issues Impacting the Support Industry