SPEAKER: Bill Price, Driva
Solutions
TOPIC: The Best Service is No Service
and Outsourcing
TIME: 2:00 - 4:00 PM
LOCATION:
CA
in Bellevue
SPONSOR:
Aspect
Most companies struggle
to "cope with customer demand" for support, adding staff, systems,
and metrics. However, most customers don't want to contact companies
for help or advice - they'd prefer that everything work perfectly in
the first place, and that everything is perfectly clear. Bill Price
will share findings from his new book that will be published on
March 21st, The Best Service is No Service: How to Liberate Your
Customers from Customer Service, Keep Them Happy, and Control Costs,
and preview plans for his next book tentatively called Where in the
World?.
In Best Service, Bill
will review the 7 Principles that he and co-author David Jaffe
present to "challenge demand", for example eliminate dumb contacts,
own the actions across the company, and deliver great service
experiences. Drawing upon his experience at Amazon, work over the
past 6 years with a wide range of clients, and examples outside of
customer service and with >50 companies, Bill will paint this new
picture and ask everyone to complete the 20-question survey to
determine if your company is en route to deliver "best service".
In Where?, Bill will
preview how to decide if outsourcing makes sense for your company
and, if so, how to make it work. He will cover onshore vs. offshore
options and wrap in "best service" principles, too.
About the Speaker
Bill Price founded
Driva Solutions, LLC in September 2001 after serving as Amazon's
first Global VP of Customer Service. He also co-founded the
10-country LimeBridge Global Alliance to help build their clients'
customer service strategies and improve operational performance and
chairs the 34-company Global Operations Council that he formed in
early 2002 to share "best practices and worst experiences".
Bill started his career
with McKinsey in its San Francisco and Stockholm offices, working on
what turned into In Search of Excellence; was then COO at early IVR
service bureau ACP, which MCI acquired; built MCI Call Center
Services' automation, consulting, and agent outsourcing divisions;
and was named one of the first Call Center Pioneers in 1997. Bill is
a frequent keynote speaker, graduate school CRM instructor, and
advisory board member. His 1st book The Best Service is No Service
will be published in March 2008 by Wiley & Sons. He graduated from
Dartmouth College and the Stanford Graduate School of Business, and
lives in Bellevue, Washington.
