Having just concluded participation at the Gigaom Structure event in San Francisco, what became obvious from listening to all of the speakers and interviewing many of the vendors in attendance was that the proper use of technology, with an emphasis on “proper,” —meaning putting the right tools in the right hands and automating business processes to enable enterprises to be more responsive faster and typically more accurately—is the way to provide enhanced customer experience and create differentiated and sustainable competitive value.
Indeed, while Gigaom Structure was a cloud-centric show, much of the buzz was about the changing role of IT and how IT supports such mission critical operations as contact centers and how the cloud can have real impact. A huge part of that discussion as noted centered in a world driven by the need for speed for “E”verything from provisioning of virtual machines to speeding up devops development, testing and deployment cycles, was how to automate workloads. This included, which ones, when, where, why and how.
A good place to find answers about the best practices for what is the not just necessity but urgency of implementing business process automation (BPO), especially when it comes to giving front line personnel the opportunity to be more responsive, is the subject of an Interactive Intelligence hosted webinar, , “Business Process Automation Best Practices for Improving Customer Complaint Resolution,” to be held Tuesday, June 24 at 11:30 a.m. Eastern time (EDT).
To say the least this is a hot, hot topic. Already attracting more than 900 registrants, the 75-minute webcast will help customer service, contact center, and sales operations executives apply business process automation best practices to more effectively address and resolve customer complaints.
Webcast presenters will include Don Sturdivant, senior consultant for Modus21, a nationally recognized business process management consulting firm named by Gartner a “Cool Vendor in Business Process Management.” Also presenting will be Steven M. Riddell, chief sales officer for Blinds.com (a division of Home Depot), who will share how his company deployed communications-based process automation software to help improve customer complaint handling and increase revenues.
The webcast will conclude with an extensive Q&A, during which Sturdivant and Riddell will be joined by Rachel Wentink, senior director of the business automation group for Interactive Intelligence, to answer live attendee questions.
As the saying goes, clearly “inquiring minds want to know,” and this is a great way to not just hear from industry experts, but also get your questions answered.