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Product ID: 394667EAU
 
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Inbound Email Strategy: Increase Quality and Consistency in Your Contact Center

OnDemand Webinar (53 minutes)

Organize the chaos that comes with inbound email - improving this communication channel will yield positive customer service results.

In today's competitive marketplace, customer service is now a selling point. Henry Ford once said, A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large. Companies who are staying ahead of customer expectations know that they must provide outstanding and consistent service to the customer regardless of the channel that is used.

The Omni Channel service organization looks at ways to improve the level of service and maintain cost through efficiencies. Although email is a lower cost interaction for most companies, there are still several areas that are overlooked that can cause bad experiences and send the wrong brand message.

Authors

Steve McKinney, Communications Products Inc

Agenda

Be Consistent With Your Email Strategy

• Initial Automated Response and Answer

• Branding

• Connect to Customer Record

Increase the Quality of Your Inbound Email Strategy

• Service Levels

• Proper Queuing

• Connect to Knowledge Management

Meet and Exceed Your Customers' Expectations

• Response Time

• Company Consistency

• First Contact Resolution