Live Webinar - 30th October - Expectation Shock!! How to deliver outstanding customer service
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InsightExec is pleased to be able to offer members of the Customer Management Zone Community exclusive access to a live webinar on how to deliver outstanding customer service.

This is an ESSENTIAL online event for anyone trying to maximise conversion rates or improve the customer experience.

Date: 30th October 2003

Time: To be broadcast at 11.30 a.m. New York, 16.30 p.m. London.

Price: £15.00 (ex VAT)

Tony Houghton of BT Exact explains the challenge: “Customer satisfaction is not compelling enough in itself to move the customer to the loyal state. There is convincing evidence that customer satisfaction is NOT a necessary and sufficient condition for customer retention, loyalty and turnover revenue. Satisfaction is not enough: we have to find a way of exceeding the customer expectation in some way; yet something significant enough to drive the loyal customer feedback loop of the model.”

This webcast is designed to help you discover your own Expectation shock!!

Tony Houghton is BT Exact’s useability expert. BT Exact is BT's research, technology and IT operations business.


System Compatibility and Minimum Requirements:

The Meeting Centre is compatible with most common operating systems for PCs and their browsers (with the exception of IE for the Mac).

Participants in meetings require the following:

  • P200 CPU (PCs) or G3 (Mac)
  • 32MB RAM
  • 28.8 Kbps or faster internet connection for slide shows
  • 56 Kbps or faster internet connection for application sharing and video conferencing
  • Windows NT4, ME 2000, or XP (PCs) or OS9 (Mac)
  • Internet Explorer 4 or later, or Netscape 4.7x or later (for PCs)
  • Netscape 4.7x or later (for Mac); note that Internet Explorer for the Mac is not compatible as IE does not support Java to JavaScript communication
  • A touch tone telephone for the audio conference


  • Netscape browsers do not currently support video conferencing
  • Netscape 4.5 and 4.6 are not supported
  • When using Genesys with Internet Explorer you require Microsoft Java VM > 2339 except 3155. Recommended is the latest one, 3805. The Sun Java VMs (version 1.1, 1.2, 1.3 or 1.4) are not supported and don't work at all. If you have a Sun Java VM on your computer, go to the control panel, open "Java plug-in" and de-activate Java for MS IE. Restart the browser and it should use the MS VM (unless you have explicitly deactivated the MS VM).


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