Institute for International Research

Responding to the service needs of your customers before they reach out to your Contact Center can significantly improve their overall customer experience. Join us on Thursday, September 20th, as the North American Conference on Customer Management and the 3rd Annual Customer Care Conference present a free web seminar from RightNow Technologies:

How a Customer Base Can Enable Zero Contact Resolution

You'll hear from RightNow client, Vivian Tedford of Orbitz, as they discuss how a dynamic Knowledge Base can meet your customers' needs before they hit the contact center – Zero Contact Resolution (ZCR). You'll also hear real world examples from leaders in their respective industries such as LeapFrog, Kodak and British Airways.

They will also be discussing:

• Practical examples of how to achieve Zero Contact Resolution 
• Where a dynamic knowledge base creates quality and consistency 
• How to measure that quality and consistency of customer experience 
• Secrets to gaining a competitive advantage in a global economy

This web seminar will be hosted by Steve Daines, General Manager of RightNow Technologies. Steve joined RightNow Technologies in June 2000 following a successful 13-year international career with Procter & Gamble. While with P&G, Steve spent seven years managing operations in the United States, progressing rapidly within the organization with increasing levels of responsibility. Over the past seven years at RightNow Technologies, Steve has held several executive leadership positions including vice president of customer delivery and vice president of North America sales. Steve holds a BS degree in Chemical Engineering from Montana State University.

For more information and to register for this free web seminar, please visit the event homepage.

The North American Conference on Customer Management to be held in Orlando World Center Marriott Resort, Orlando, FL on September 30th through October 3rd is the encompassing customer management event delivering an unparalleled experience complete with headline speakers, corporate best practices, and new ideas for delighting your customers and driving growth.

The 3rd Annual Customer Care Conference to be held in Wigwam Resort, Phoenix, AZ on November 5th through the 7th is designed to meet the multi-disciplinary needs of customer care and service delivery professionals offering insights into the latest trends and innovations as well as specific advice on tools and approaches resulting in greater competitive advantage that can be maintained through the entire customer lifecycle.