There are 270 million cell phones in America...95% of them have text...cell phone users send and receive more text messages than phone calls...1 trillion text messages were exchanged in 2009...r u TXTNG?
RSN, text will be a vital part of how organizations communicate. Texting for business helps companies find ways to save money and communicate with their customers and employees in a medium that they prefer.
You've seen it on used on shows like American Idol and Dancing with the Stars. FYI texting is not just for teens and tweens anymore! The Obama campaign used mobile communications to successfully revolutionize politics. We've seen it most recently used to raise awareness and money for disaster relief in Haiti.
March 11, Call center expert Carrie Chitsey, CEO of Austin-based TXT4 CRM, a former call center owner and partner in KPMG Global CRM practice will share how forward thinking call centers are dramatically reducing call center costs while improving customer satisfaction. Using r
eal world examples from our industry, our speaker will help you understand how your center can integrate text with your IVR and WFM systems as part of a CRM and ERM (employee relationship mangement) strategy.
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Contact Centers are integrating text with their WFM system to allow employees to report attendance or bid on schedules
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Goverment contact centers are broadcasting weather or power outage updates via planned text blasts
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Banks send alerts about account activity to protect against fraud and identity theft
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Law Enforcement agencies are using text to make it easier for citizens to assist with information reporting
HBU? ATEOTD, if your contact center has not figured out how to manage TXT, this presentation is for you! We promise it won't be TMI. lol :)
March 11, 2010
11:30AM-1:00PM
National Instruments, BLDG. C
$30 Members / $35 Non-members
Speaker Info
Carrie Chitsey is CEO of TXT4 CRM, a MOBILE ENGAGEMENT company. TXT4 CRM partners with companies to design, develop and deploy innovative mobile marketing engagement solutions. She has had a distinguished career selling professional and relationship management solutions to large corporations and small businesses alike. She was responsible for selling and built more than 50 call centers and In 2005, she ventured out to build several of her own large call centers and is still active in the call center outsourcing business. Carrie is recognized by her peers as a Customer Relationship Management strategy innovator and thought leader. www.txt4crm.com
College of Call Center Excellence comes to Austin March 9-12, 2010!
For managers looking to enhance their skills and insights on a wide range of subjects, there is no better program then The College of Call Center Excellence Management Certification Program. The course includes both lectures and case studies that were developed by Dr. Jon Anton, Director of Research at Purdue, internationally recognized as a leader in Call 
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Watch That Tone Of Voice
Your Mom was right. It's not what you say, but how you say it. Several times while I was out shopping recently, I've been told things that frankly, weren't that bad, but the tone of voice was so wrong. I walked away not wanting to do business with that company anymore. It reminded me of that game we played a long time ago. You take one sentence and emphasize each word one at a time every time you say the sentence. Something like this:
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Are You Coaching, Mentoring Or Training Your Employees? Distinctions New Managers Need to Know
In all my years training managers how to coach their staff, common misconceptions always arise regarding what we actually mean by coaching in a business setting.
If you are planning to improve your coaching skills with your employees to help develop their potential, here’s what you need to know first.
Mentoring is not Coaching although there are many similarities.
Like Coaching, Mentoring can be formal or informal. Like Coaching, it’s a positive relationship, often between a more experienced person and a less experienced person. Like Coaching, Mentoring is also done with respect and wisdom and is valued by the other person.
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Working at home is no piece of cake. Most people understand that, but they do not really get why it can be so challenging. Outlined here are the five biggest challenges to working at home. These challenges will not stop a person from working at home but can cause a lot of problems and ruin any chance for making it in the work at home environment. >>more
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ACCA is a 501c6 non-profit organization geared towards fostering the solutions that meet the needs of the central Texas contact center industry through networking, professional development and community leadership.
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