Not all customers are created equal. Some are worth more to the company than others - which means one should give them priority service. Others are willing to pay a premium for premium service. Others have special needs that a person can meet to ensure their long-term loyalty. But a person can't achieve any of these objectives if he or she doesn't know their customer and if they don't segment the service delivery accordingly. This webcast will show how to leverage the existing CRM data to effectively segment customers and their needs. Viewers will learn how to create routing rules based on customer attributes - and how to better match agent skills to customer needs.
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