The venue of the EADP Congress is the Hotel Molino Stucky Hilton in Venice, which, from its position on the Canale della Giudecca on the island of Giudecca, looks directly onto the historic centre of the city of Doges. Piazza San Marco is only a few minutes away by complimentary shuttle boat. The Congress will begin on September 15th with a welcome buffet in the evening. The next two days, September 16th and 17th, are devoted to an intensive working programme with selected speakers from inside and outside our industry. The Congress will end on Friday, 17th, with a magnificent Gala Evening. During the Congress, an exhibition of suppliers will enable participants to discover the latest innovations for the directory and database industry.

Speakers
Ryan Hoppe, Director of Product Marketing, ATG
Mike Hennessy,VP of Marketing, IntelliResponse
Diane Clarkson,Analyst, Forrester Research, Inc.

From a customer service perspective, right-channeling is about aligning the right customer with the right channel, at the right time. When executed effectively, right channeling can lower service costs while enhancing the customer experience. Despite its obvious potential, however, many organizations are unsure how to effectively execute on their right channeling strategies and align their online customer service in a cohesive manner.

Gain answers to your important online customer service questions:

• How do I determine what customer service channel(s) to launch?
• To what extent will new channels deflect volumes from my existing ones?
• How do I align technology choices with customer interaction complexity levels?

Join this interactive webinar with guest analyst Diane Clarkson from Forrester Research, Inc. as she shares practical guidance on how to realize the potential of right channeling by selecting the right online customer service channels for your customers. This will be followed by an interactive demo of right channeling in action.

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