Presented By: Don Van Doren, President of Vanguard Communications, a founder of UniComm Consulting and Lisa Stockberger, VP of Vanguard Communications
On Demand - Live Date July 2009
Enterprises are looking beyond current economic doldrums to get ready for what will emerge on the other side. Contact centers continue to be a critical link between the company and its customers. But changes in both technology and customer preferences mean that our centers must evolve to meet opportunities and needs.
This two-part webcast series looks at what’s coming in the future, and what enterprises should be considering in their planning and implementations today. This first session focuses on the impact of unified communications, analytics, knowledge tools, performance management systems, and other emerging capabilities. Topics include:--Improving first call resolution through UC--Extending contact center capabilities to the rest of the enterprise--Creating meaningful metrics and dashboards--Mining information from customer contacts --Enabling powerful, closer connections with key customers
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