Jan, 2002 : Primus, IBM and 3Com to Present Web Self-Service Webinar
📅 - Primus Knowledge Solutions, Inc. (primus.com), IBM (ibm.com) and 3Com (3com.com) will present a Web self-service best practices Webinar on Wednesday, Jan. 16, 2002.
The online seminar will feature a special profile on how 3Com saved morethan $16 million automating its technical support operations using Primusproducts. Primus, a provider of knowledge application software for customercontact centers and portals, helped 3Com increase the number of technicalinquiries solved via the Web.
"Clients experiencing measurable ROI such as 3Com are committed to serviceexcellence that goes well beyond simple search and FAQs," said David Ridout,Primus vice president of worldwide business development. "It's really aboutmirroring best practices from the call center on the Web. 3Com knowledgebaseusers ask questions in plain English and receive quick, clear, accurateresponses. In this seminar, attendees will learn what IBM classifies as thecritical Web self service success factors, and how 3Com met the needs oftheir customers and bottom line by delivering great service."
From the time 3COM introduced Web self service using Primus applications,their knowledge base has grown to contain more than 9,000 approved solutionsfor both current and discontinued products. Based on the number of timesusers were able to find the solutions without having to call a supportengineer, 3Com was able to break even on the initial equipment and Primussoftware investment within six months. Over the past three years, thecompany estimates a total pre-tax return of 279 percent on its investment.
The Webinar will be held Wednesday, Jan. 16, at 10 a.m. PST (1 p.m. EST),and can be accessed at primus.com/seminar/seminar.asp. Speakers includeMark Drake, manager of IBM customer support; Steve Olson, director of WebEnablement, 3Com customer support; Rohit Joshi, chief content officer,Primus Knowledge Solutions. The first 100 registrants receive a FREE $10Amazon.com gift certificate.
The online seminar will feature a special profile on how 3Com saved morethan $16 million automating its technical support operations using Primusproducts. Primus, a provider of knowledge application software for customercontact centers and portals, helped 3Com increase the number of technicalinquiries solved via the Web.
"Clients experiencing measurable ROI such as 3Com are committed to serviceexcellence that goes well beyond simple search and FAQs," said David Ridout,Primus vice president of worldwide business development. "It's really aboutmirroring best practices from the call center on the Web. 3Com knowledgebaseusers ask questions in plain English and receive quick, clear, accurateresponses. In this seminar, attendees will learn what IBM classifies as thecritical Web self service success factors, and how 3Com met the needs oftheir customers and bottom line by delivering great service."
From the time 3COM introduced Web self service using Primus applications,their knowledge base has grown to contain more than 9,000 approved solutionsfor both current and discontinued products. Based on the number of timesusers were able to find the solutions without having to call a supportengineer, 3Com was able to break even on the initial equipment and Primussoftware investment within six months. Over the past three years, thecompany estimates a total pre-tax return of 279 percent on its investment.
The Webinar will be held Wednesday, Jan. 16, at 10 a.m. PST (1 p.m. EST),and can be accessed at primus.com/seminar/seminar.asp. Speakers includeMark Drake, manager of IBM customer support; Steve Olson, director of WebEnablement, 3Com customer support; Rohit Joshi, chief content officer,Primus Knowledge Solutions. The first 100 registrants receive a FREE $10Amazon.com gift certificate.
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URL source: http://www.thewhir.com/marketwatch/webinar011402.cfm
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