| The Tuesday, July 12th meeting of the Rocky Mountain
Internet Users Group (RMIUG) will discuss "Listening
to your Customer - Leveraging Telephone Interactions
to Improve your Online Experience."
A big reason organizations support sophisticated
transactional websites is to allow their customers to
"self-service" their needs. So, instead of having to
call during regular business hours to talk with a
human for support, customers can log on to a website
and find what they need themselves, without any
waiting whatsoever. Not only is this a great
convenience to the customer, it is also less expensive
for the company: staffing call centers can be very
expensive.
That said, websites are imperfect: rarely are they
comprehensive enough to handle every need and
sometimes their ease-of-use is so poor that human
contact is a necessity. Even Amazon.com, one of the
more comprehensive self-service websites around, has a
toll free customer support number.
At the next RMIUG meeting, we will discuss how
organizations can use call center feedback to help
improve their website, reduce costs - even increase
revenues.
It's the classic "listen to your customer" dictum but
with 21st century solutions.
To explore this topic, RMIUG will bring in an expert
speaker:
Aleece L. Koss (aleece.koss@cendant.com) is a Senior
Director - Customer Experience for Cendant, one of the
foremost providers of travel and real estate services
in the world. During Aleece's tenure, she has worked
very closely with their CheapTickets.com division, one
of the largest online sellers of leisure products in
the world with $3 to 4 million in sales each day. An
Internet veteran with over 10 years of experience,
Aleece has led many large projects including 2
complete platform and customer migrations as well as
championing a focus on the customer that resulted in
continuous monthly sales conversion improvements, 43%
growth in purchases and 50% reduction in customer
contacts per purchase Year-Over-Year. Aleece will
talk about her experiences using CheapTickets call
center data as part of the effort to achieve the
above results.
We are still looking for additional speakers. If you
think you might have some interesting experience on
the topic, please contact josh@rmiug.org.
URL's of interest:
-------------------
Cendant: http://www.cendant.com
CheapTickets: http://www.cheaptickets.com
The meeting is Tuesday, July 12th from 7:00 - 9:00 pm
(with optional 6:30 pm start for refreshments and
informal networking). The meeting will be held at The
National Center for Atmospheric Research (NCAR) at
1850 Table Mesa Drive in Boulder. To get to NCAR from
the Boulder Turnpike (US 36) or Broadway (US 93), take
Table Mesa Drive west towards the mountains for
approximately 2.5 miles into the foothills. NCAR is at
the top of the hill. For door-to-door driving
directions, go to MapQuest (http://www.mapquest.com/),
click on Driving Directions, enter your starting
address, NCAR's address, and voila! Park in the NCAR
lot, go in the main door, and ask the guard to point
you to meeting, which is held in the main auditorium,
right off the lobby. The meeting is free and open to
the public, but we may pass the hat to help defray
expenses.
Our
meeting location seats about 120 people.
That is usually enough room to accommodate all attendees,
but it's impossible for us to predict how many
people will show up for any given meeting. Seating is
always on a first-come, first serve basis, and in the
event of more attendees than seats, we won't be able
to admit additional people into the auditorium after
all seats are filled.
Thanks
to our three sponsors who help make RMIUG
meetings happen:
---------------------------------------------------------------
MicroStaff (www.microstaff.com)
which provides Creative and Technical Talent
for Web, Interactive Media, Marketing Communications
and Software
Development projects, is the sponsor of
food and beverages for RMIUG
meetings.
ONEWARE
(http://www.ONEWARE.com)
-- a Colorado-based software company that
provides semi-custom web-based applications,
sponsors the RMIUG meeting
minutes.
Copy
Diva (http://www.copydiva.com)
which provides
marketing project management, marketing
communications
consulting, and web content development
is the AV
sponsor for RMIUG.
Consultants
and companies are invited to bring Internet-related
Product
information, brochures, and business cards
which will be displayed on an
information table.
There are email mailing lists set up for
this group. To subscribe or
unsubscribe, see http://www.rmiug.org/maillist.html
You can also reach the
RMIUG "Executive" Committee at
rmiug-comm@rmiug.org. Our web site is at
http://www.rmiug.org/
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Please note that RMIUG is hosted at NCAR
and we are their guests. NCAR has security
regulations in effect
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