COLUMBUS, Ohio, July 13, 2011 - Astute Solutions (www.astutesolutions.com), along with their outsourcing partner 24-7 Intouch and specialty store retailer The Children's Place, have announced plans to host a webinar entitled ‘The Children's Place Case Study: Key Technology Enablers to Achieve Maximized CRM ROI’ Being held Wednesday, July 20th at 2pm EST, the live webcast will be offered at no charge to attendees.
During the webinar, the Director of Customer Service at The Children's Place, Tom McAneney, will discuss the agent training, seasonality, and technology inefficiencies that his internal contact center driven retail business was facing. Joined by Chris Wallace from 24-7 Intouch and Bob Lichi of Astute Solutions, the trio will explain the outsourced solution they ultimately developed to solve these challenges, as they highlight the best practices of contact center and client relationship management solutions.
Using data and analysis obtained from the real-world implementation of The Children's Place solutions, ‘The Children's Place Case Study: Key Technology Enablers to Achieve Maximized CRM ROI’ presentation will discuss key technology enablers used to integrate labor and optimize solutions. Topics covered in the presentation include:
- Building a flexible, scalable customer care program
- Implementing best practices and key technology enablers to optimize contact center KPIs
- Developing brand experts and using certification to create power users
"By combining Astute Solutions technology along with the professional staff at 24-7 Intouch, The Children's Place experienced unprecedented results," says Bob Lichi, Manager, Partner Channel, at Astute Solutions. "Through the course of just ten months, they saw a 37% reduction in contact abandonment, an 18% reduction in call handling time, and a 19% increase in contacts handled per labor hour."
About Astute Solutions
Astute Solutions enables the customer experience management strategies of industry-leading companies around the world. Its customer relationship management, contact center, social CRM, and mobile customer care solutions enhance customer retention, inspire advocacy and increase operational efficiency. With Astute's solutions, organizations transform cross-channel customer feedback into actionable insight that drives continuous improvement, innovation and competitive advantage. Through high quality, proactive and personalized interactions, they build meaningful and long-lasting customer relationships. To learn more, visit http://www.astutesolutions.com.