So often consumers purchase products only to realize they don't know how to use them, leading quickly to a return. Your call center agents become the last line of defense in these scenarios. They either enable returns with lack of knowledge and poor return mitigation, or they prevent returns by resolving problems and providing exceptional experience. In this webinar recording you will learn:

• best practices for hiring better agents
• how to drive efficiency through metrics
• how to enable exceptional customer experiences with technology

Forrester Research Inc's Zach Hofer-Shall and Astute Solutions' Alex George provide insight, best practices, examples and practical applications of social intelligence. Their discussion will include:

• The growing power of social media
• How to evolve from monitoring to social customer support
• The four steps to integrating social customer support
• Recommendations for maximizing your social customer support efforts

For specialty retailer, The Children's Place, increased sales growth meant the need for expanded operations and optimized technology investment. They elected a long-term relationship with outsourcing partner, 24-7 Intouch, to hit these objectives.

Leveraging their existing CRM solution, 24-7 Intouch provided them a one-stop shop for integrated and optimized labor and technology. They have experienced some significant results and continue to do so. View the webinar to learn best practices on how to achieve such results.

McDonalds Customer Satisfaction and Social Media Manager, Kim Musgrave, discusses how you can leverage your proven customer management practices to create an efffective Social Customer Experience.

View this recording and learn to:

• Implement best practice strategies for identifying and archiving customer complains posted with social networks
• Efficiently allocate resources to customer issues that require personalized attention
• Monitor fallout from unresolved customer service issues in order to proactively mitigate negative branding across the social spectrum
• And more

Windmill Marketing's President, Neal Schaeffer, discusses:

• How do you define a successful Social CRM strategy?
• What metrics should be used to determine a successful Social CRM strategy?
• When should tangible benefits be realized after implementing an initiative?
• And more

Forrester Research, Inc's Senior Analyst, Kate Leggett, discusses 8 key Customer Service trends. Watch this recording and discover:

• The customer behaviors and business drivers behind this year»s trends
• Advancements in social media, online communities and mobility
• Key technology enablers and considerations
• Examples of how companies are acting on these eight top trends

Learn to translate Customer Experience into the universal corporate language that will allow you to gain senior leadership buy-in, budget, and the resources necessary to accomplish your goals.

Put your customer experience strategy on the fast–path to success. Tap into the collective expertise of Strativity Group's Lior Arussy and Lori Angalich from Astute Solutions to gain insights including how to:

• Define and unify the organization
• Prioritize customer demands
• Operate as a customer–centric organization
• Build an effective CEM strategy framework
• And more

In this case study presentation, Linnea Johnson will highlight Unilever's two-year transformation from dealing with disparate systems, multiple applications, reporting limitations, information access challenges and mounting expenditures to reaping the benefits of new, fully-integrated technologies.

You can drive positive change by treating your customers as partners and co-creators to enhance future experiences. Join us for an in-depth look at "The Collaborative Customer Experience: Inspiring Loyalty, Driving Profitability" led by Lior Arussy, president, Strativity Group, Inc. and supported by Lori Angalich, vice president of marketing, Astute Solutions.

March 2009 CRM Magazine Webcast. Join CRM Magazine, Astute Solutions, Cincom Systems, Lithium Technologies, and Tealeaf in a roundtable discussion, covering four different strategies to improve customer support.

March 2010 Webcast. Join Astute Solutions and Aberdeen Group for this informative webcast on delivering effective customer service across multiple interaction channels. Webcast moderated by Customer Management IQ.