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CRM Solutions Face Tribal Council

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Posted May 11, 2001 By eCRMGuide.com Staff     Feedback

NativeMinds, eAssist and Forrester Research produce a series of executive seminars titled, the "Customer Service Survivor Series," focusing on how Fortune 1000 companies can develop effective strategies to improve customer service while significantly reducing costs.

NativeMinds, developer of self-service interaction management software, has partnered with eAssist and Forrester Research to produce a series of executive seminars. Titled, the "Customer Service Survivor Series" focuses on how Fortune 1000 companies can develop effective strategies to improve customer service while significantly reducing costs.

Objectives of the seminar series include analyses of how leading corporations leverage existing information sources, such as Web sites, databases and customer relationship management (CRM) systems, into powerful self-service customer support tools. Other discussions revolve around evaluating and choosing the proper technology solutions and blending multi-channel support initiatives.

"Essential Strategies for Building Effective Customer Self-Service" will be the focus of keynote speeches by Forrester Research senior analysts Paul Hagen and John Dalton. The agenda also includes "Virtual Representatives as the First Line of Effective Online Service," presented by Walter Tackett, CEO, NativeMinds and "Select Case Studies Presented by Executive Representatives from Nissan and Oracle."

Additionally, attendees will be able to interact with executives and analysts in the electronic customer relationship management (eCRM) industry and learn strategies for creating integrated customer support initiatives to improve customer satisfaction and retention.

The seminars began in Chicago on May 8 and then traveled to New York on May 9 and to the Washington, DC area on May 10. The remaining seminar locations and dates are: Tuesday, May 15, 2001, 9:00 a.m.-11:30 a.m., Adam's Mark Hotel, 400 North Olive Street, Dallas, TX 75201 and Thursday, May 17, 2001, 9:00 a.m.-11:30 a.m., San Francisco Airport Marriott, 1800 Old Bayshore Hwy., Burlingame, CA 94010.

NativeMinds provides a variety of leading-edge natural language applications including the creation of automated online customer service and support agents called virtual representatives, or vReps. vReps are automated agents that answer customer questions via two-way, conversational dialog and rules-based display of relevant content from key corporate information sources, including Web site search, CRM knowledgebases, and customer-facing databases. Current customers include Oracle, Ford Motor Company, Nissan, The Coca-Cola Company, American Express, FannieMae, Convergys, Deutsche Telekom's One 2 One, and Misys.

Related article: A Chat with a Virtual Customer Service Rep

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