Presented By: Kristyn Emenecker, VP of Product Marketing, inContact   

On Demand Date: February 2012 

It was Leonardo da Vinci who was credited with saying, “Simplicity is the ultimate sophistication.” But, with the growing complexity of call center work - new channels for customers to access the organization, for instance - how does one achieve simplicity? This session walks through changes you can make to your contact center and processes to improve your overall operations while simplifying your life.

Topics covered in the session include:  

• Agent hiring and retention – Identifying and hiring the right agents.
• Customer feedback –Listen to your customers and implement their feedback into your call center.
• Self-service – Improve your overall metrics by moving more calls to a self-service option.
• Data integration – Reduce talk time and improve customer service by integrating key systems with call handling.
• Emerging channels – Proof points that your call center can handle emerging trends 

 About the Presenter: 

Kristyn Emenecker, Vice President of Product Marketing for inContact, has been helping businesses enhance their contact center and customer service operations for the past 15 years—serving in a variety of operational, consultant and managerial roles. A mainstay in the workforce optimization technology arena, she is a regular on the industry speaking circuit, the author of articles in a variety of publications, and an active member in several industry associations.