Speaker: Johan Jacobs
Location: Westin Kierland - Kierland Ballroom 2 & 3
Session Type: Track Session

The promise of cost savings and operational enhancements that comes with the Multi Channel salesman is not new. Usually the benefits claimed is not unrealistic, but the real challenge lies in where do you start when planning a multi channel self service strategy and deployment. A wrong start in self service could increase your phone volumes with customers never returning to the automated channels. A good start will place you on the road to success. This presentation will focus on what is typically found in a multi channel strategy and environment, and in what order you should approach the deployments to achieve the maximum success.