Sign up to free event to find out how customer interaction management tools can deliver drastic cost savings 

Windsor, UK - 8th July 2009 - nGenera CIM, in conjunction with BT, is offering businesses the opportunity to find out how they can make drastic cost savings within their customer service operation at a CRM Self Service Workshop, taking place on 9th July 2009. Open to all, and free to attend, people can sign up today at: http://www.btglobalevents.com/BTGlobalEvents/Register.aspx?inviteeCode=0.0.444 .

In general, customer interaction management tools can help reduce the cost of handling a customer query by as much as 20 times when compared to the phone. 

That means if a call centre receives 5,000 calls a day, and deflects just 25% of these to online channels, they can make savings of over £8,000. At the event, Kieran Skinner, Lead Solution Architect at Liverpool Direct, will highlight this, and other potential business gains, that can be made possible by utilising online chat and self-service knowledgebase tools to streamline the customer service operation, such as:

• Reducing incoming emails by up to 80%
• Reducing calls in the customer service team by 50%
• Increasing online sales by 30%
• Increasing agent productivity by more than 400%
• Recognising a 30% reduction in average handling time

The event, run by BT in partnership with customer interaction management specialists nGen CIM and Symon Dacon, will feature workshops and presentations that demonstrate the benefits of using customer interaction management tools and automated processes to enhance multi-channel customer communication and reduce labour-intensive calling tasks, leaving staff to focus on more complex and revenue- generating activities.

The CRM Self Service Workshop will be held on the 9th July at the BT Showcase Centre, from 9.30am to 2pm. For more information, or to sign up, visit: 

http://www.btglobalevents.com/BTGlobalEvents/EventInstancesDetails.aspx?EventInstanceID=444