Overview

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

Attendees:
Littlewoods, Eurostar, Post Office, O2, esure, Orange, Thus.net, Transversal, Synthetix, Creative Virtual, RightNow

Agenda:
1. What are the key advantages of Online Customer Service solutions? What considerations need to be taken on-board when selecting a solution (large v small, off the shelf v bespoke, integration and inter-operability issues and ability to integrate with current client solutions).

2. How do you prove the value and measure the ROI of a OCS solution? What metrics exist?

3. What other technological solutions other than phone, fax, email, e-commerce, wireless communications, and VOIP can be handled by automated response - Bot technologies for example. What savings can be made from these technologies and do they really work in practice?

4. Questions from the attendees

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

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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