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FOR IMMEDIATE RELEASE
24-7 INtouch and LivePerson to Present at the National Conference on
Operations and Fulfillment in Lake Buena Vista, FL
TORONTO,
Ontario, April 8th, 2010 – Jeff Fettes, Chief Operations Officer of 24-7
INtouch contact centers, and John Bryson, Director of Strategic Program
Management at LivePerson are to speak at the upcoming
National Conference on Operations and Fulfillment (NCOF)
held April 19-21 at the Walt Disney World Swan & Dolphin Resort in Lake
Buena Vista, FL. The session entitled “Talk Isn’t Cheap! Reduce Costs
and Not the Customer Experience”, will take place on April 20th at 9:45
am where Fettes and Bryson will discuss the strategies, technologies and
proven results of implementing a multichannel experience for customers.
Live chat, email and web
self-service have evolved into intelligent engagement tools to help
understand the customers’ need and optimize the value of each
interaction. This session will help make a distinction between the
different service delivery methods in each channel, and will focus on
building a chat program through a discussion of the methodology behind
the chat engagement technology, how to select and train chat-specific
agents, and how to analyze customer data and feedback to develop new
products, services and processes. Real client examples will be used to
demonstrate program success.
“Having
telephone customer support is a standard practice in today’s market, yet
many businesses continue to miss the advantages and optimization
potential that comes with a multichannel solution,” says Fettes. “By
adding a second support channel like live chat, companies are able to
reduce support costs through call deflection, without sacrificing the
customer experience. Each customer interaction can provide valuable
information that can be used to maximize ROI. This is just one key
message we hope to communicate in our presentation.”
To schedule
media appointments with 24-7 INtouch or LivePerson executives who will
be speaking at the conference, please email
press@24-7intouch.com.
To learn more about NCOF, please visit
www.ncof.com
About
24-7 INtouch
24-7
INtouch (www.24-7intouch.com)
is a leading contact center outsourcing company that delivers innovative
and value-driven outsourcing solutions via voice, live chat and email,
across all industry segments. Using the most advanced technology in the
industry and Certified Sales and Customer Service Representatives, the
multichannel approach taken by 24-7 INtouch addresses both long and
short-term goals to reduce costs, increase incremental revenue and
deliver lifetime customer loyalty. The company operates under two
service delivery models, Shared and Dedicated, which cater to the
specific needs of each client with scalable and customized solutions.
The 24-7 INtouch team is aligned to act as brand specialists,
representing their client’s brand, culture and employees in each
business partnership.
About
LivePerson
LivePerson
(http://www.solutions.liveperson.com/)
is a provider of online engagement solutions that facilitate real-time
assistance and expert advice. Connecting businesses and experts with
consumers seeking help on the Web, LivePerson's hosted software platform
creates more relevant, compelling and personalized online experiences.
Every month, LivePerson's intelligent platform helps millions of people
succeed online. More than 8,000 companies, including EarthLink,
Hewlett-Packard, Microsoft, Qwest, and Verizon, rely on LivePerson to
maximize the impact of the online channel. LivePerson is headquartered
in New York City.
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--------------------------------------------------------------------------- Contact
Information
Michelle Gill
Marketing & Communications
1.800.530.1121
www.24-7intouch.com
 @247intouch
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