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DTSTAMP:20080522T204800Z
UID:20080522T204800Z-1211485716@cal.imago-group.com
DTSTART:19700101T153000
DTEND:19700101T160000
SUMMARY:The multichannel swap shop: meeting the demands of the multichannel, multitasking customer.
DESCRIPTION:Based on her recent research, Dr Nicola Millard looks at how both customers and organisations can start to exploit the power of unified communications and multichannel strategies. She describes how to raise the customer experience to a new level by using appropriate technologies to manage non-complex queries. This lets the front line add to the bottom line by shifting them from simply processing calls to allowing them to add value to the customer experience through resolving complex issues, forging customer relationships and selling higher-value products and services.
LOCATION:National Hall, Olympia, 
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