Improve Customer Service with Self-Service Scenarios in SAP BCM

  • by Elaina M. Herber, Sr. Manager Business Development — CTI Practice, ecenta America, Inc.
  • March 1, 2010

Elaina M. Herber

Elaina Herber has over a decade of experience working with customers in various industries to achieve their customer service initiatives. Elaina possesses strong analysis, project management, operational and strategic planning, performance management, program development and implementation, budget management, and customer satisfaction measurement knowledge, which she combines with her extensive experience working with telephony architecture in the contact center to deliver highly productive customer service environments. Her main competencies are in SAP CRM, specifically in customer service and Business Process Management for contact centers with a specialization in SAP BCM, Avaya, Cisco, Nortel Architectures, and Computer Telephony Integration.

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