7 Deadly Sins of Customer Service in Prepaid

Paul Logan, CEO of Contact Solutions, and hosted by Marilyn Bochicchio, CEO of Paybefore
According to Forrester Research, better customer experience (CX) can be worth millions in annual revenue to card programs and to companies like yours. Yet, the customer experience discussion has barely even started in Prepaid. This webinar kicks it off. Topics include:

• Why customer service needs to be at the top of your agenda
• Seven customer service sins in prepaid that create barriers to business success
• Customer service lessons learned from the leading brands
May 31 2012
49 mins
7 Deadly Sins of Customer Service in Prepaid
Join us for this summit:
More from this community:

Business Intelligence and Analytics

Webinars and videos

  • Live and recorded (1028)
  • Upcoming (34)
  • Date
  • Rating
  • Views
  • In this 60-minute webinar we will kick-off our Consistent Customer Experience webinar series. We will clearly identify the elements that define the customer experience and will explore why delivering a consistent experience is critical for your brand and bottom line. We’ll outline the processes, tools and technology that enable retailers to deliver their vision for their customers.

    Sessions will take attendees through the entire process of optimizing the customer experience, including strategies around: payroll, labor allocation, communication, space optimization and data analytics. Each presentation also will include an inside look at these strategies in action.
  • Salesforce is rapidly being used for many cloud-first initiatives – from accelerating sales and marketing performance, to developing custom apps to solve a variety of business needs. Due to its wide-ranging use across the enterprise, CIOs are becoming very involved in designing the entire implementation and integration strategy for Salesforce within their organizations.

    Join this fireside chat between Derald Sue, CIO of InsideTrack, a recognized IDG Computerworld’s 2014 Premier 100 IT Leaders, and Eric Johnson, CIO of Informatica and learn:

    •How InsideTrack achieved a 100% return on its Informatica Cloud investment in just one month

    •How InsideTrack generates valuable strategic insights from millions of rows of data each day from disparate sources

    •How InsideTrack eliminated costly and time-consuming manual coding and realized a 6X return on integration development productivity

    Presented by:
    Eric Johnson, CIO, Informatica
    Derald Sue, CIO, InsideTrack
    Moderated by:
    Ashwin Viswanath, Informatica Cloud
  • Salesforce is rapidly being used for many cloud-first initiatives – from accelerating sales and marketing performance, to developing custom apps to solve a variety of business needs. Due to its wide-ranging use across the enterprise, CIOs are becoming very involved in designing the entire implementation and integration strategy for Salesforce within their organizations.

    Join this fireside chat between Derald Sue, CIO of InsideTrack, a recognized IDG Computerworld’s 2014 Premier 100 IT Leaders, and Eric Johnson, CIO of Informatica and learn:

    •How InsideTrack achieved a 100% return on its Informatica Cloud investment in just one month

    •How InsideTrack generates valuable strategic insights from millions of rows of data each day from disparate sources

    •How InsideTrack eliminated costly and time-consuming manual coding and realized a 6X return on integration development productivity

    Präsentiert von:
    Eric Johnson, CIO, Informatica
    Derald Sue, CIO, InsideTrack
    Moderiert von:
    Ashwin Viswanath, Informatica Cloud
  • How many logs files do you have?
    • Ever use them?
    • Wonder what they might contain?
    • Are they lying around unexploited, cropped or deleted to save space?
    • Do you ever try to exploit all the log data your systems produce?
    • Do you have home grown tools to manage them, only to find it’s a nightmare to keep these tools up-to-date?

    HP OLi (Operations Log Intelligence) is here to help. Based on industry leading log file management technology from ArcSight, now operations data in log files can be collected, centralized, archived and searched. The intuitive, visually-compelling dashboards provide easy, fast and powerful access to ALL your log files.

    In this webinar we'll discuss the advantages of centralizing log file management like this, and show you a quick demonstration of this new and exciting product from HP Software.
  • Fibre Channel (FC) has come a long way since its introduction to provide a networking solution that would provide the efficiency and speed necessary for storage to be networked and shared across multiple hosts. However, recently some have begun to question whether FC still has relevancy. The answer is a simple and definitive yes! It is all about the right technology for the job. Come and hear Ben Woo, Managing Director, Neuralytix, describe why Fibre Channel is the right tool for your job.
  • Forty-four states, DC and four territories have adopted the Common Core State Standards (CCSS). This means that school districts across the country are planning for 100% online assessments during the 2014-2015 school year. One of the most important conditions needed for being able to administer online assessments is network infrastructure readiness.
    Attend this 30-minute webinar and join Gavin Lee, Senior K-12 Business Development Manager at Juniper Networks, to discuss the critical network must-haves that all school districts should consider when looking to deploy a robust and supportable network. You will also receive practical guidance on how to get the most out of your network infrastructure and how to best prepare for the CCCSS assessments:
    • Consortia network infrastructure
    • Wired and wireless network capabilities
    • Robust network security
    • Network support readiness
    • Juniper Networks network infrastructure readiness resources
  • Tras crear un prototipo inicial de su aplicación para una vista previa limitada ya es hora de que el equipo pase a consolidar la arquitectura haciéndola más robusta y tolerante a los fallos antes de lanzarla oficialmente al público final.

    En este capítulo se tratan conceptos de la infraestructura de AWS tales como regiones y zonas de disponibilidad; además, se explica cómo utilizar tales características para incrementar la tolerancia de la aplicación a los fallos.

    Servicios y características tratados
    •Conceptos clave sobre infraestructura (regiones y zonas de disponibilidad)
    •Equilibro de carga elástico (Elastic Load Balancing)
    •Amazon RDS

    Demostración
    •Creación de una AMI basada en una instancia en ejecución
    •Creación y configuración de un equilibrador de carga elástico
    •Zonas de disponibilidad múltiples con Amazon RDS
    •Alarmas con Amazon CloudWatch
  • Una vez expandida con éxito la capacidad del centro de datos a Amazon Web Services para los entornos de desarrollo y prueba, el equipo de IT se enfrenta a un nuevo reto en cuanto a la capacidad, es decir, cómo almacenar la cada vez mayor cantidad de datos generados por las aplicaciones empresariales y mantener los costes a la baja. Además, también se enfrentan al reto de mantener copias de seguridad de esos datos de manera adecuada.

    Este capítulo aborda ambas cuestiones con servicios como Amazon S3 y Amazon Glacier.

    Demostración:

    •AWS Storage Gateway
    •Datos de Amazon S3 a Amazon Glacier

    Servicios y características tratados:
    •Amazon S3
    •Amazon Glacier
    •AWS Storage Gateway
    •AWS Import / Export
  • Join backup and recovery experts to find out how to build your backup and recovery requirements checklist. By the end of this session, you’ll learn how you can:

    -Cut storage requirements by up to 80%
    -Save on storage costs and performance hits to your network.
    -Leverage near-instant recovery technology for protected virtual machines or servers.
    -Automate application-aware backups and testing for data corruption.
  • Questo è il primo episodio di una serie di webinar che illustreranno le diverse modalità in cui AWS viene utilizzato dai team di sviluppo agili. Tutti gli episodi faranno riferimento a una startup impegnata nell'apertura di una nuova area di business, illustrando i vantaggi offerti dall'utilizzo di AWS. La startup puo' essere una nuova realtà o un centro di innovazione all'interno di una azienda esistente, ad esempio per seguire il lancio di un nuovo prodotto.

    In questo episodio vengono descritti i principali vantaggi di AWS per le startup e i team IT agili, soffermandosi su come il team abbia sviluppato rapidamente un prototipo funzionante utilizzando i diversi servizi offerti dalla piattaforma.
  • Channel
  • Channel profile
Up Down
  • What's Eating your Margins? How to Increase Profitability in Prepaid Recorded: Jul 18 2013 62 mins
    Profits from running prepaid programs are often elusive and hard to capture. Tim Sloane of Mercator highlights key findings from his prepaid program profitability model and Justin Lemrow of Contact Solutions talks about the importance of customer care in achieving sustainable profits.
  • The Role of Contact Center Self-Service in Successful Banking Strategy Recorded: Mar 28 2013 57 mins
    Disruptive changes in the Retail Banking industry have forced executives to rethink age-old business models in order to survive the rapidly changing environment. Customer experience is a strategic lever that you must know how to operate to be successful. But what can you do right now?

    Learn how other executives using customer experience and the call center to beat the mounting pressures to do more with less. In this webinar, you will learn:

    - What you're missing in your vision of banking channels
    - Why a tight focus on mobile might undermine your customer experience strategy
    - What your peers say about the role of the contact center in the future
  • Black and White and "Red" All Over: The CFPB Complaint Database Recorded: Sep 27 2012 59 mins
    The CFPB Complaint Database Could Be the Best Thing to Happen to Prepaid This Year. Curious? Learn more in this webinar from Forrester Research, Inc., and Contact Solutions.

    The prepaid card industry is becoming more regulated, which means it is a crucial time for prepaid card providers to focus on customer experience.

    With the Consumer Financial Protection Bureau (CFPB) now publicly sharing individual-level consumer complaint data on financial services companies, your business – and your customer experience – must be prepared for this public scrutiny.

    In this informative, 60-minute webinar, Contact Solutions and Forrester Research will examine the importance of customer experience in the increasingly regulated prepaid card environment. We will share practical advice about how improved customer experience in the prepaid industry can help reduce regulatory scrutiny and how your business can turn the process from a business threat to a competitive advantage.

    Guest speaker Megan Burns of Forrester Research, Inc., a leading expert on customer experience, and Justin Lemrow of Contact Solutions, a thought leader schooled in the discipline of continuous improvement, will present case studies, best practices and lessons learned from other industries that will provide you specific strategies and tools to take back to your company today.
  • The “Friction-Free” Self-Service Challenge Recorded: Sep 11 2012 47 mins
    When customers call your company, they have a single objective in mind: Fast, frictionless results. They equate “service quality” with quick resolution of their problems by a live agent. If they are put on hold, confronted with confusing options or delivered to an individual who is not “up-to-speed” with their requirements, they think less of your company and its brand.

    Customers equate satisfaction with reaching a live person. Yet our research and empirical data show that what customers really want is fast, friction-free resolution of their specific problems – whether its on a Web site, mobile app, voice response system or through a live agent. Achieving long-term customer satisfaction is a long-range goal that requires constant monitoring and improvement.

    Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense. Their observations will be grounded in the benchmark findings from a financial services company that conducts constant quality assessments of how well the company recognizes and resolves each customer’s intent, interaction and perception.
  • 7 Deadly Sins of Customer Service in Prepaid Recorded: May 31 2012 49 mins
    According to Forrester Research, better customer experience (CX) can be worth millions in annual revenue to card programs and to companies like yours. Yet, the customer experience discussion has barely even started in Prepaid. This webinar kicks it off. Topics include:

    • Why customer service needs to be at the top of your agenda
    • Seven customer service sins in prepaid that create barriers to business success
    • Customer service lessons learned from the leading brands
  • Frost Movers and Shakers with Paul Logan Recorded: Apr 6 2012 5 mins
    Frost & Sullivan analyst Ashwin Iyer interviews Contact Solutions CEO Paul Logan
  • Customer Experience: 5 Reasons Why the Cloud is CXier Recorded: Apr 6 2012 9 mins
    Premise or Cloud? Cloud or Premise? Not all solutions are equal when addressing the possibilities of improving the Customer Experience.

    In this short, education webcast, join Contact Solutions for a discussion with Customer Experience and Continuous Improvement expert Justin Lemrow, and learn why Customer Experience managed in the cloud is CXier.
  • Prepaid Expo 2012: Key Conference Takeaways Recorded: Mar 28 2012 12 mins
    Contact Solutions reviews key customer experience insights from Prepaid Expo conference sessions
  • Creating Coachable Moments in the IVR Recorded: Oct 25 2011 18 mins
    Coaching your agents is one of the most effective ways to improve the customer experience in your contact center. You review how they handle calls, break down the interactions, and provide constructive feedback so they can improve. Why not do the same for your IVR? Caller interaction with your IVR can influence customer experience just as much as your agents do.
    You can coach your IVR just as effectively as you coach your agents, but only if you capture enough information to measure the full customer experience.

    Join us on October 25th at 2:00 PM Eastern time for a new 30-minute webcast from Contact Solutions. In Creating Coachable Moments in the IVR we will discuss:

    -Why surveys alone can be misleading
    -3 areas you should be measure to get a complete picture of customer experience
    -Why the IVR is an important touch-point you can not afford to ignore
Insights for contact center leaders, CX professionals and executives.
Contact automation (in particular your IVR) doesn't have to be a dirty word. When applied correctly, this application can be a cost-savings tool that also delivers the same positive customer experience you expect from live agents. Join us as we address industry opportunities and reveal game-changing innovations.
Try a powerful marketing platform for your videos and webinars. Learn more  >

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: 7 Deadly Sins of Customer Service in Prepaid
  • Live at: May 31 2012 3:00 pm
  • Presented by: Paul Logan, CEO of Contact Solutions, and hosted by Marilyn Bochicchio, CEO of Paybefore
  • From:
Your email has been sent.
or close
You must be logged in to email this