About the Program
In the past, customer service has involved a lot of human interaction, via face to face communication, the telephone and email. Today, multi-channel customer service environments use telephones, email, support chat, audio and video. However, customers don’t always know if they are interacting with a real person, an avatar or other non-human support tool. While the latest technology can be very cost effective, many of our customers are feeling like the human element is fading away. Join Bill and HDI Capital Area to learn how we can use technology to restore the human touch in customer service. We’ll explore how the two can be complimentary to each other and still be very cost effective. The session is intended to be interactive, with role playing and audience participation.
Key Takeaways for Attendees
- Attendees will get an opportunity to understand the benefits of increased human interaction in customer service.
- An understanding of how technology and human interaction can be the winning ticket in providing customer service excellence.
- An opportunity to voice their opinions and ideas about human interaction in customer service.
About the Speaker
Bill Liberti is a Director at HumanTouch, LLC. He focuses on Business Development in the federal government Health sector with a specialization in Infrastructure and Operations. Bill previously served as the Director, IT Client Services at The Washington Post, and as an Infrastructure Office Director at the Department Of Defense. All of his roles in publishing and information technology have been focused on customer service and communication excellence. Bill and his staff are known as partners and trusted advisors by their clients. They have achieved this through meeting and exceeding Service Level Agreements (SLAs), providing the very best in customer service and by providing support technology innovations. Bill is the President of HDI Capital Area, a member of the Healthcare Information and Management Systems Society (HIMSS) and a member of the IT Service Management Forum (ITSMF) USA.
12:00 Noon to 12:30 PM – Lunch and Networking
12:30 PM to 1:50 PM – Program
1:50 PM to 2:00 PM – Survey, Prize Drawing
2:00 PM – Meeting Ends
About the Location
Robert Half Technology
Meeting Location: 1401 I Street Suite 400 NW Washington D.C.
Closest Metro: McPherson Square
Closest Parking: Franklin Towers (underneath the building) for a fee.
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When & Where
HDI Capital Area Local Chapter