SAPPHIRE 2013: How Sloan Valve uses SAP BCM to Create a Positive Customer Experience

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SAPPHIRE 2013: How Sloan Valve uses SAP BCM to Create a Positive Customer Experience

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Presenters: Glenn Abel (Covington Creative) and Jacki Mika (Sloan Valve Company)

Learn how Sloan Valve leverages SAP Business Communications Management (BCM) to empower customer service management to react in real time to changing conditions, understand agent behavior, and create a positive customer experience. Step through the BCM capabilities that enable these results, including SAP CRM interaction center integration, online monitoring, call recording, and analytics. Understand the new insights made possible by SAP BCM that were not available in the previous contact center environment.

Key Learning Points:

  • How SAP BCM provides Sloan with the ability to monitor and react in real time to changing conditions
  • Key benefits and Return On Investment (ROI) realized during the first six months after go live
  • Why Sloan selected SAP BCM over other contact center alternatives

View session details here: http://agendabuilder.sapandasug.com/go/ab.sessioncatalog/?l=56&sid=6632_30871

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About the Author

Glenn Abel is a leading authority on Contact Centers.

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