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Session 504: Customer Care ROI – Your Contact Center as a Competitive Weapon!
Jeff Rumburg (Managing Partner, MetricNet, LLC)
Date: Thursday, September 9
Time: 1:30pm - 2:30pm
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass - Get your pass now!
Track: Elevate Your Strategy & Leadership
Session Type: Session
Vault Recording: TBD
Most organizations treat customer care as a cost center. But inclreasingly, progressive companies manage customer care as a value center and find that customer care can drive greater loyalty, repeat business, increase average sale size and lifetime customer value, and grow market share. Join Jeff Rumburg as he presents case studies and benchmarking data to support the business model of customer care as a value center. Learn what it takes to make the transformation from cost center to value center, how to measure the ROI of B2B and B2C customer care, and how to create a sustainable competitive advantage based on customer care.