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CEM-DNA Playbook Strategy

Bob Hayes, Anthony & Alexander Group, LLC, Vice President, CEM Strategies, Competitive Analytics Practice.

In this presentation you will learn about CEM best practices in customer experience management, with an emphasis on analytics. Analytics helps companies uncover deep customer insights in their customer feedback. You will understand how your program compares to some of the best-in-class practices in customer experience management.
Recorded Jan 26 2011 30 mins
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Presented by
Bob E. Hayes, Ph.D.,Vice President, CEM Strategies - Anthony & Alexander Group, LLC
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CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.

Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.

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  • Title: CEM-DNA Playbook Strategy
  • Live at: Jan 26 2011 10:15 pm
  • Presented by: Bob E. Hayes, Ph.D.,Vice President, CEM Strategies - Anthony & Alexander Group, LLC
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