Presented By: Donna Fluss, President, DMG Consulting
On Demand - Live Date: September 2008
Building a customer-centric organization is no longer an option; it is a strategic imperative. Today, senior executives throughout the world are requiring their contact centers to go beyond their traditional role of cost effectively providing outstanding service. Contact centers are now expected to contribute to enterprise revenue, retention and branding goals. They must also take the lead in handling customer interactions coming from the new generation of Web 2.0 technologies and channels. Because they know first-hand what customers want and need, contact centers are well positioned to handle these new challenges. With the right technology and best practices, supported by departmental and corporate cultural changes, contact centers are playing an increasingly important role in helping their companies achieve ambitious revenue goals.
In this webinar, you will learn:
• What business and technology trends are driving the migration of contact centers to analytically-oriented, customer-centric profit centers?
• What technologies and applications enable the transformation of contact centers into key corporate players?
• What changes in corporate strategy and culture will have to occur for enterprises to realize optimal returns from their contact centers?
About the Presenter:
 | Donna Fluss is the founder and President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry Reports, including the Contact Center Performance Management Market Report, the Speech Analytics Market Report and the Quality Management/Liability Recording Product and Market Report. |
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