In today's challenging economy, everything hinges on the customer. And that's why support organisations must make the customer experience a strategic focus.
Join us for an interactive Webinar to hear Peter McGarahan, president of McGarahan & Associates and industry thought leader, share best practices and proven strategies for improving first-contact resolution and customer satisfaction by optimising existing resources.
Attend this Webinar to learn:
-- How to integrate processes, tools and professionals with customer touch points
-- What is the Total Contact Ownership approach and why you should adopt it
-- Best practices for operating an impressively efficient, effective support organisation that exceeds customer expectations
-- And more...
2. Introduction to Moderator
Roger Courville
Principal, 1080 Group
While we’re waiting for the last people to file in, I’ll run through some quick housekeeping.
First, to keep the note taking to a minimum and the interaction to a maximum, we’ll be providing you
with a link tomorrow to the recording of today's session. Plus, as you leave today’s Webinar, you can
also request via the exit survey the handout notes from today’s session and a valuable whitepaper titled
‘Engage! How to Avoid the Seven Sins of Live, Online Presentations’ written by our distinguished
presenter today, Roger Courville. How’s that for some incentive?
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To get you more comfortable engaging with us via the Questions pane, please open your control panel
and type in Questions pane the city/suburb you’re joining us today. (Mention a couple first names and
their locations).
Today, we’ll also be taking live audio questions from the audience, so when you have a question that
you’ve typed in and you would also like to ask it live – keeping in mind that you will need to have a
microphone (via your PC or the phone), just raise your hand via the control panel and we’ll unmute you
to ask your question.
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3. The Questions Pane
Type question here
As always, we’ll do our best to answer all the questions you ask, but it may
not be possible – via text or on air ‐ to respond to each and everyone. So
apologies upfront for that.
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Now of course, it wouldn’t be an online event if we didn’t mention
Twitter.
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5. “Strategies for an Happy Customers @ Lower Cost -
Any Questions?
Efficient & Highly-
Effective Support
Organisation”
Peter McGarahan
President / Founder
McGarahan & Associates