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What you'll learn?
When it comes to maintaining a competitive and resilient business, few factors hold as much weight as the two “Rs” — reputation and relationships. But how do you know if your Customer Service team is performing at a high level? More specifically, what KPIs should you be using to measure this along with overall customer satisfaction?
Listen to Esker’s Director of Sales (O2C), Diana Eagen, as she explores the top KPIs organizations employ to measure customer service and customer satisfaction (according to 2023 APQC research) and how utilizing this data can bring about transformational benefits by:
Empowering your team & organization to make data-driven decisions to improve overall efficiency & productivity
Enhancing collaboration & accountability across the organization, while mitigating risks associated with errors & lack of transparency
Ensuring customer relationships & reputational assets continue to provide competitive advantage & profitability
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“The discipline that Esker drives in the credit and collections process is phenomenal. In my 20-plus years, it's the best product I've ever used based on its simplicity and ease of navigating.”Global Director of Financial Services | Trek Bicycle
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A very clear closing argument statement of your offer.
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Leveraging People, Process & Technology
Tuesday, Sept. 19 | 12 PM CST | 60 Minutes
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About the hosts
Marisa Brown
Senior Principal Research Lead, APQC
Currently, she focuses on the in-depth needs of APQC’s members in supply chain management and product development as she develops and oversees APQC's supply chain management research agenda
Diana Eagen
Director of Sales, Order-to-Cash
For 25 years, Diana’s expertise has been providing software solutions that compliment an organizations current Finance and IT departments while improving their productivity, efficiency, and environmental impact
Adrian Posteraro
C-SAT Partners
Adrian Posteraro is the former Director of Global Customer Support & Satisfaction at MEDRAD Inc. — a two-time winner of the Malcolm Baldrige National Quality Award.
Jason Anderson
Esker, Inc.
As a Business Development Manager at Esker for 10+ years, Jason Anderson is dedicated to helping customers gain greater return on their ERP investment through document process automation.
Adrian Posteraro
C-SAT Partners
Adrian Posteraro is the former Director of Global Customer Support & Satisfaction at MEDRAD Inc. — a two-time winner of the Malcolm Baldrige National Quality Award.
Jason Anderson
Esker, Inc.
As a Business Development Manager at Esker for 10+ years, Jason Anderson is dedicated to helping customers gain greater return on their ERP investment through document process automation.
Is this a free webinar?
Yes. Anyone who wishes to attend this webinar can do so absolutely free of charge.
What if I register but can’t make it?
No worries. Since a recording will be emailed to all attendees after the presentation concludes, we encourage people to register even if they can’t attend live.
Will it be recorded?
Yes. Not only will this webinar be recorded for your convenience, the presentation will also be emailed to attendees once it is finished.
Can I ask questions?
Of course! There will be a Q& session featured at the end of the webinar, but attendees are welcome to submit questions at any time during the presentation.
