Power to the People: How Absa Bank Empowered its People to Deliver Better Customer Experiences

Join Customer Management IQ (www.customermanagementiq.com), Absa Bank and Cincom Systems on Wednesday, May 26, 2010 at 10:00 AM EDT (3:00 PM GMT-London time, 4:00 PM CAT & CET-Johannesburg and Paris time) for a complimentary webinar on empowering your people to deliver better customer experiences.

As the largest contact center in South Africa with nearly 5000 agent seats scattered across 30 physical sites, Absa Bank was challenged to present better customer experiences by operating as "ONE Absa" in the interest of its customers. However a history of multiple locations and a proliferation of frontend systems and applications, as well as inefficient processes, made it impossible to empower the agents to solve customer inquiries in a timely and effective manner.

Learn how Absa overcame these obstacles by implementing a customer-focused front-end/desktop that allows agents to see each customer portfolio through the eyes of one lens as opposed to multiple applications.

Absa will discuss how they use agent guidance to take the guesswork, confusion, and complexity out of many activities in the contact center, resulting in a 90 percent increase in process efficiency, 30 percent increase in revenue, and 50% decrease in agent training in just the loan processing area.

In this live, interactive webcast, you'll learn how:
-Absa agents went from frustrated to "ecstatic"
-To improve customer experiences and organizational outcomes by guiding agents through complex processes and decisions
-To do "more with less" by making agents more proficient and effective
-New products and their associated processes can be rolled out in a fraction of the time with the right tools

This webinar is presented by Stelios Vakis, Head of Change and Systems, Connectzone at Absa Bank, Dian Putter, Lead Business Analyst at Absa Bank and Randy Saunders, Customer Experience Management Program Director at Cincom Systems.

This complimentary webinar is courtesy of IBM and Cincom Systems, Inc.

View this webinar now at http://www.customermanagementiq.com/webinarinfo.cfm?externalid=171

About Customer Management IQ:
Customer Management IQ (www.customermanagementiq.com) is an online community for finding Customer Management and Call Center information, discussing ideas about CRM and Call Center Management and sharing marketing best practices. Join today and interact with a vibrant network of Customer Management and Call Center professionals. Keep up-to-date with the Customer Management and Call Center industries by accessing our wealth of articles, videos, online seminars, live conferences and more.

About Cincom:
Cincom recognizes that it is your people-your customer-facing employees-who represent your brand. And in each conversation, it is the experience that they deliver to your customers that either builds value for your brand or destroys it. It is a powerful role to play. Cincom helps companies and its employees to consistently deliver experiences that not only build your brand, but are valuable to both your customers and to your organization. The company does this through its Synchrony offering that guides employees to deliver winning conversations.

Since 1968, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom is an IBM Premier Business Partner. For more information about Cincom Synchrony, visit us on the web at: www.cincom.com/synchrony.