Presented By: Joe Alwan Vice President and General Manager of AVOKE Caller Experience Analytics at BBN
On Demand - Live Date: July 2009

Success with BPO initiatives requires new skills and strategies to manage partnerships and to ensure customer contact quality. One of the biggest challenges is adapting your quality strategy to a partner model. Should you rely on your partner to manage and report their own quality? Is there a new strategic role for your quality team? Will you be able to access your partner’s quality system? Do you need to install and operate your own recording platform at your partner’s site?

In this webcast, you’ll learn: --Why you must maintain and re-engineer your quality team for BPO success.--The complementary roles of your partner’s quality function and your newly refocused customer contact quality team.--How to observe end-to-end interactions (including transfers) without a premise recording system and without using observation ports.

About the Speaker: Joe Alwan is the Vice President and General Manager of AVOKE Caller Experience Analytics at BBN Technologies. Based on 30 years of research and practice, companies select AVOKE Analytics to optimize customer satisfaction, revenue & cost efficiency. Joe was previously VP/GM of call center solutions at Empirix, and has 25 years of experience turning technology innovation into practical business solutions.

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