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Latest Based Customer Service Training Web News

Getting Over the Hiring HillIdentify Desirable TraitsExpecting to hire the best-suited agents for a specific job without pinpointing the required skills and attributes will surely complicate your hiring strategy. But an equal hindrance is attempting to hire service stars without understanding how customers perceive your current level of service delivery. That's "putting the cart before the horse," according to Jodie Monger, Ph.D., president of Customer Relationship Metrics. "You truly have to understand perception of service that's being delivered, so that you can hire [people] that can in fact deliver in that [desired] manner."

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Internet Marketing Intensive, 2006 (http://www.imi2006.org/index.html) Strategies and Techniques for Converting Customers In Cyberspace WHAT: So.Cal. AMA's Internet Marketing Intensive Explore the dos and don'ts of Internet Marketing plus the strategies and skills you need to maximize the Web's potential. Participants can choose detailed "how to" breakout sessions on leading edge technologies that range from basic to sophisticated. WHY: -- Attract More Visitors -- Convert More Sales -- Build Stronger Customer Relationships WHERE/WHEN: Thursday, January 19 ; 8:00 a.m. - 6:30 p.m. Olympic Collection; 11301 Olympic Blvd.; Los Angeles, CA 90064; On-site Parking: $6.00 HOW: For conference details please go to: http://www.imi2006.org/index.html or contact the So.Cal. AMA at 949-830-9033 or socalama@att.net WHO: About our speakers: Sally Falkow, APR Expansion Plus Sally Falkow is one of the leading web site and Internet marketing strategists in the U.S. She is the author of Web Sense, effective online strategies for entrepreneurs and The Power of Good Content. Ms. Falkow is certified as an Accredited Public Relations Practitioner by the Public Relations Society of America. She lectured in Communication Theory and Public Relations Strategy and Consumer Behavior at the University level for five years. She is also the co-developer of PRESSfeed - an RSS and - more available

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InStranet, a global provider of multi-channel knowledge applications, has announced that Siebel Systems has validated the integration between its Contact Centers In-Line (CCIL) application and Siebel customer facing solutions version 7. With this validation, customers of both the companies can now offer automated delivery of profile-based knowledge in a more efficient and customer-centric manner. Users will have one platform for both CRM information, and product and service knowledge. CCIL manages and automates the delivery of profile-based content and knowledge to every customer touchpoint, such as Web self-service, callcenter agents and saleschannels. Siebel's solutions allow organizations to manage and coordinate all customer interactions across the Web, contact center, field sales/service force, branch/retail network, and indirect and partner distribution channels.

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