Events calendar

Managing a customer service operation can be tough and it’s important to meet with industry peers, discuss hot topics and share ideas. While it can be difficult to get out to industry events, they can be an invaluable opportunity to learn about new trends, strategies and solutions. Here’s our pick of the best events happening this year:

Wednesday 14^th March 1:00-2:00pm

“THERE IS ONLY ONE BOSS. THE CUSTOMER. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” Sam Walton (Walmart).

Customer service has always been about winning and keeping customers. But today, rapidly emerging technologies have changed the game. Empowered customers, who are digitally connected via social media channels, have changed the rules of engagement – and in a world of anywhere-anytime access to information and digitally engaged consumers, organisations need to explore new ways to stay relevant for their customers.

Despite all the market noise about social media as a massive opportunity for all organisations, the strategy around this new channel is often hard to define and measure. Join this exclusive webinar from Call Centre Focus and CRM software provider SAP to discover how an integrated CRM approach can help organisations  manage social media proactively, handle very public complaints effectively, and exploit hidden opportunities.

You’ll learn:

1. The role of social CRM – what is it, how do you take advantage of it?
2. How to measure social media sentiment but without the silos
3. How to maintain a full and centralised view of the customer
4. Ways to offer additional products/services as a result of meaningful conversations
5. The secret of driving increased revenue from proactive customer service

Register now to join this live session and discover how to de-mystify social media and use it to deliver customer service that is truly multichannel, proactive and future-proofed.