 
This webinar is packed with real-world examples from Pitney Bowes' successful customer support initiative, which has yielded significant bottom-line benefits.
Join Jodi McBride, director of knowledge and training services at Pitney Bowes, a multi-billion dollar global provider of mailing systems and devices, as she shares her story on how Pitney Bowes aligned people, processes, and technologies to provide a consistent customer support experience across all interaction channels.
Less than a year into the project, Pitney Bowes has already had great success:
- When the U.S. Postal service increased its rates recently, Pitney Bowes deflected over 99% of Web site and email inquiries related to the increases during the 30-day event period following the announcement, mitigating the uncertainties and costs associated with staffing contact centers during peak volume event periods.
- Contact center representatives now spend 50% less time searching for information to resolve customer problems.
- Fewer than 25% of Web self-service inquiries are escalated to an agent in the call center, a significant decrease from previous levels.
Click the title below to view the webinar:
Achieving Service Excellence: How to Align People, Processes, and Technologies to Deliver World-Class Customer Support, A Pitney Bowes Case Study |
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Featured customer:
Attend this webinar featuring Pitney Bowes and learn how to:
- Assemble a cross-departmental project team to build and execute a strategic plan to revamp your customer service operations.
- Secure senior-level commitment to your customer support initiative.
- Properly define requirements and measure success.
- Dramatically reduce call volumes in your contact centers.
- Effectively author, manage, and publish large amounts of unstructured data and content.
Presenters:
- Jodi McBride, Director of Knowledge and Training Services, Pitney Bowes
- Jason Hekl, Senior Director of Marketing, InQuira
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