September 16, 2008
Please join me for a webinar on September 23 entitled: "Multichannel Customer Service in Retail Sector &mdash Trends, Innovations & Best Practices"
Retail sales around the world continue to grow and online commerce is growing at a faster clip. In the US alone, Forrester projects that online commerce will grow 21% to $204B in 2008, compared to 2007. European retail sales increased 58% in 2007, compared to 2006, and the trend is expected to continue in 2008. However, the retail industry is also one of the most competitive industry sectors, affected by economic cycles and cut-throat competition. The hypercompetitive business environment and the growing use of emerging communication channels such as web self-service, email, chat, SMS, web collaboration and kiosks, in tandem with the traditional phone channel and retail stores mandate that retail businesses provide superior and seamless customer service experiences within and across channels and across the customer lifecycle. And at the same time, they must do more with less in order to sustain operating margins. What are the latest trends, innovations and best practices in multichannel customer service? How can you do more with less in customer service?
Join us for a live online seminar, featuring Zach McGeary, Associate Analyst of JupiterResearch and Don Muchow, Senior Solutions Consultant of eGain Communications Corporation to learn how. Attendees will learn about:
Trends in consumer adoption of interaction channels and customer satisfaction in the retail sector
The current state of multichannel customer service, email and web self-service in the retail sector, as measured by benchmark studies conducted in North America and the UK
Innovations and best practices to provide superior multichannel customer service
For more information, or to register, click here.