2. Enriching the Customer Experience Art Aldridge — Vice President of Information Technology, DataPath, Inc. Kassandra Mize — Development Manager, DataPath, Inc.

3. New Ticketing System Synchronized Data Sales Team, Marketing, Support all see your recent closed tickets, your current open tickets. Knowledge Base Customer Relationship Management

4. CRM Metrics Customer Satisfaction Average Handling time First Call Resolution Cost Per Support Ticket Ticket Submission Type – Email – Call – Web – IM Customer Relationship Management

5. CRM Metrics (continued) Aging of Tickets Call Time by Client Number of calls by Customer Number of calls by Product Staffing Forecasting Trending Reports – Bugs Opened vs Closed – Call Reductions Customer Relationship Management

6. Ticket Business Processes and Workflow Escalation of tickets Reporting All Metrics Number of open tickets by severity and by TPA Customer Relationship Management

7. Aging Report Example Customer Relationship Management

10. Call Queues Tiered Support Levels Call Center Metrics Active & Waiting Calls Call Abandonment Avg Length of Call Agent/Rep availability Support Call Audits/Evaluations/Training Tracking of Outbound Calls Goals No Voicemails Managing Expectations Call Center Software

14. Summary New Ticket Process New Call Queues Tiered Support Satisfaction Surveys Metrics Knowledge Base Organizing, Automating and Synchronizing Customer Data Enriching the Customer Experience

15. Thank you to our conference sponsors! Platinum SponsorSilver Sponsor Sponsor