May 8th 2013: Your Call Center and CRM: The Face Your Customer Sees First |eCard

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Technology Revolution: The Future of Now

Wednesday at 8 AM Pacific/11 AM Eastern

May 8th 2013: Your Call Center and CRM: The Face Your Customer Sees First

Today’s buzz: Who’s minding your call center right now? You’d better know who. Because they alone are responsible for the instant opinion a caller forms about your entire company. Are your agents generating rolls of thunder or applause for you? The experts speak. Dennis Goodheart, IP Network Consulting: “You can fool some of the people all the time, and all the people some of the time, but you cannot fool all the people all the time.” (Abraham Lincoln) Neal Shact, CommuniTech: “The customer experience is an increasingly critical marketing battleground and the contact center sits dead-cen

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Featured Guests

Dennis Goodhart

Dennis Goodhart is the Principal and Founder of IP Network Consulting. With over thirty years of experience as an executive consultant, he is adept at designing and implementing innovative workable cost effective state-of-the-art business technology solutions. As a global telecommunications and IT industry professional, Dennis has developed, negotiated, implemented, and managed mission critical projects for major financial companies including NASDAQ, Citigroup, Goldman Sachs, Merrill Lynch, and JP Morgan Chase; domestic and international communications carriers; broadcasting and media companies; and other Fortune 500 and mid-sized firms. As a sales executive, he has worked for global and dom

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Neal Shact

Neal Shact is the Founder and CEO of CommuniTech Services, a company focused on deploying contact centers and Communications Enabled Business Processes (CEBP}. He is also a consultant focusing on business strategy and advanced technologies, the former founder of the International VoIP Council, now part of the IMS Forum, and a frequent contributor to the No Jitter and UCStrategies websites. Neal was recognized as a Top 100 Voice in the IP Communications Industry by Internet Telephony magazine. He is a sought after speaker on the subjects of CEBP, Unified Communications, and VoIP. He is also the Track Chair of Innovation and Entrepreneurship for the Real-Time Communications Conference at the

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Jim Goldfinger

Jim Goldfinger leads the CRM Customer Value Network at SAP. In this capacity, he manages a vibrant community of thousands of active SAP CRM stakeholders including customers, value added partners, and product specialists. One of the early pioneers of the CRM industry, Jim has spent the last 25-plus years in a variety of roles spanning product management, sales, marketing, and professional services. He has personally led the implementation of over 100 CRM projects worldwide and is a frequent author and speaker at industry events.

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https://www.voiceamerica.com/show/1981/technology-revolution-the-future-of-now 20/04/2024 10:00 20/04/2024 11:00 Technology Revolution: The Future of Now https://www.voiceamerica.com/show/1981/technology-revolution-the-future-of-now Today’s buzz: Who’s minding your call center right now? You’d better know who. Because they alone are responsible for the instant opinion a caller forms about your entire company. Are your agents generating rolls of thunder or applause for you? The experts speak. Dennis Goodheart, IP Network Consulting: “You can fool some of the people all the time, and all the people some of the time, but you cannot fool all the people all the time.” (Abraham Lincoln) Neal Shact, CommuniTech: “The customer experience is an increasingly critical marketing battleground and the contact center sits dead-center. It’s the ‘face’ your customers see. A great experience with intimacy and personalized service builds customer loyalty and repeat business; if not, hope it doesn’t go viral like United Airlines found out with the video United Breaks Guitars (12.75M+ hits).” Jim Goldfinger, SAP: “Just because it’s usable, doesn’t mean it’s useful.” Join us for Your Call Center & CRM: The Face Your Customer Sees First. VoiceAmerica | Talk Radio | Online Talk Radio studio@voiceamerica.com false DD/MM/YYYY

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