Overview

Overview:
Circa. 12 attendees, no journalists, no audience, no sponsors, chaired and facilitated by E-consultancy.

Objectives:
To share knowledge, experiences, best practice and to network.

Attendees:
O2, B&Q, Royal Mail, Post Office, AXA-PPP, Net-A-Porter, GfK Financial, Creative Virtual, Synthetix, realwebsales.com, Proficient, Talisma

Agenda:
1. What do users actually want / expect in terms of online customer service? Is this changing? How much does it vary by sector / nature of product etc.?

2. Is it a myth that online customer service actually saves you money? For example, e-mail interactions take longer than phone calls. Is the ROI actually in increased sales and loyalty rather than cost savings?

3. On the one hand companies are closing call centres as the result of online customer service; on the other, the advent of pay per call looks set to boost web/call centre interactions. So what is the likely best model for web/call centre integration?

4. How effective can online customer service be as a sales, rather than service, tool? For example, in helping customers find what they want or by proactive selling online via call centre agents.

5. Trends and Developments over the next 12 months?

Timings:
20 mins Arrive, Coffee and Registration
80 mins E-consultancy facilitates debate around key issues and trends
20 mins Follow up conversations / networking / close

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Venue

Ludgate House

245 Blackfriars Road

London

SE1 9UL

United Kingdom

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