Drive Employee and Customer Satisfaction with SLAs

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Technology has elevated every aspect of the customer journey. All aspects that is, but one: customer complaints. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. And as we've turned to tech to solve our customer support problems, our internal service providers have fallen into disrepair.

Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will turn even the angriest customer into a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting, author of Customer Experience 3.0, and master customer rage for an insightful webinar on September 23rd. Tune in and learn:

How to identify the key target transactions for both SLAs and empowerment
The keys to making a solid business case for SLAs and empowerment
The four steps for implementing SLAs
A checklist for the seven components of a successful empowerment program

Wednesday September 23, 2020 11AM PDT, 2PM EST, 6PM GMT

Brought to you by:

John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

John Goodman brings four decades of CX and service experience including work with 45 of the Fortune 100 and many leading non-profits. His research on customer behavior is the basis for the basic precepts “it costs five times as much to win a new customer as to keep one” and “twice as many people hear about a bad experience as a good one.” His last two books were Strategic Customer Service and Customer Experience 3.0, published by Harper Collins.

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