Presented By: Mary Cook, Industry Practice Manager, Varolii Corporation 

 On Demand Date: September 2011 

Email. Text messaging. Mobile phone. Web Chat. Social Networks. Customers expect companies to accommodate their mobile lifestyle. But knowing which channels make the most sense for your business can be a daunting task.

In this informative and practical webinar, call center veteran turned customer experience guru, Mary Cook, shares her insights into what channels are most popular with customers and how to create an effective strategy for reaching them.

Learn how to:  

• Leverage best practices to determine the right channel mix
• Integrate text, email and social community channels into the call center
• Build a better customer experience without blowing your budget
• Use Performance Insight to drive more profitable business outcomes 

 About the Presenter:

Mary is Varolii's Call Center Industry Practice Manager. She helps customers define their enterprise multi channel communication strategies – and her area of expertise is within the call center. Mary has more than 17 years of contact center experience including managing inbound and outbound global operations across a variety of industries. Starting her career within call center operations like Xerox and FTD, Mary moved into the BPO Industry working for global companies such as iQor, and eventually became a call center industry consultant. Mary has helped companies across all industries develop and execute their call center strategies. Mary is widely published and is a sought after speaker for ICMI and Contact Center events. An avid social networker, you can find her on Linkedin  and Twitter.

Linkedin Link: http://www.linkedin.com/in/maryecook
Twitter Link: http://twitter.com/#!/callcenterdr