Speakers

IT-technologies and emotional service: how to combine CRM systems and the human factor most effectively

Standardization of activities (implementation of IT systems, mechanical principles of CRM based processes, etc.) helps to avoid unpleasant personnel errors. However, technological solutions alone do not strengthen the emotional connection between the employee and the client. When technical solutions are not enough, the service personnel, people of the decent emotional and psychological mindset, who know their business entirely, play the most crucial role.

We have entered the era of emotional service. This service will be based on people-oriented knowledge. And the correlation between the level of emotional intelligence of employees and the amount of profit becomes more and more evident.

IT-technologies, first of all, should simplify the work routine of service/sales departments. Thus employees will have more time to communicate directly with customers, to deal with emergencies. And that will give them confidence in their abilities, which is vital.

Key points:

1) How do you not get carried away with automation and new IT-technologies, and not to lose all the clientele and employees?
2) How to implement CRM in the company as efficiently and painlessly as possible.
3) Examples from practice and case studies.