On Demand Webinar Hosted by Service Strategies
Discover the Power of Chat Support! A Key Service Differentiator
In this webinar, Dawn Foley, principal program manager at EMC discussed the value and benefits of developing a differentiated online service experience by leveraging Chat as a support channel. Dawn shared insights regarding how Chat can become an enabler to increase customer satisfaction with a 1/3 faster Time to Resolve than that of other support channels and how it will attract customers to your online support offerings.
A few of the lessons learned that were discussed include:
♦ Staffing, infrastructure, collaboration and process design to deploy Chat in the enterprise space.
♦ The importance of a paradigm shift from the traditional call center model to a synchronous global model.
♦ Considerations in creating a business strategy to meet customers’ multi-lingual requirements with Chat.
♦ KPIs that are most relevant and impactful to a successful Chat channel
♦ The importance of not only establishing but holding the gains of Chat as a service channel.
Special Guest Speaker
Principal Program Manager – EMC
Dawn Foley is responsible for the EMC’s Global Chat Channel program. She leads a global team focused on driving significant innovation and expansion of EMC’s Chat support option. With more than 13 years of experience in technical, network, escalation and infrastructure services management, Dawn has held a variety of technical, customer-facing and management roles within EMC’s Support Organization.
|Discover the Power of Chat Support! A Key Service Differentiator
|Dawn Foley, Principal Program Manager – EMC