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Most call-centres are stuck in the last century -- with operators unable to understand the multichannel world of the customer on the end of the phone, who may have 15 web pages open, with ipad, iphone and portable PC all active. Mobile marketing, multichannel customers, online sales, telesales. Impact on banking, insurance, telecom, utility companies and IT companies. How to annoy customers and how to please them. How to improve customer engagement, customer loyalty, net promoter scores, personal recommendations, social media postings. Most customers hate automated answering systems attached to large call-centres. Conference keynote speaker Patrick Dixon, futurist and author, speaking at client event for ITH / American Express (Amex) in Moscow to audience of travel executives. How to improve call-centre agent sales performance, improve customer satisfaction ratings, improve up-selling, how to reduce customer complaints. Customer blindness is a common problem in large organisations. How to connect with customer emotion.

http://www.youtube.com/watch?v=tmAxOASer1g


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