Presented By: Matt McConnell, CEO, Knowlagent and Richard Snow, VP and Research Director, Ventana Research
On Demand Date: May 2011 

Call centers are expected to run like well-oiled customer care machines, yet far too many are still operating on outdated business practices. Today’s customers want superior support and helpful answers on first contact. To achieve this high level of customer satisfaction, call center managers are being asked to provide the training and coaching needed to ensure agents “Wow” customers, while still meeting productivity goals.

Richard Snow, vice president and research director of Ventana Research joins Matt McConnell, Knowlagent CEO, as they share tips on how you can wow customers, as well as find and use hidden “pockets” of productivity within ANY contact center.

You will learn:  

• The rules you can bend, break or ignore when seeking to “Wow” customers,
• The latest insights from Ventana Research on idle time and other call center operations benchmarks, and
• The business practices required to get more done with the same resources.  

Speakers:  

Richard Snow, Vice President of Ventana Research Richard is an expert in the multichannel contact center space with Ventana Research. Much of his research focuses on the processes behind call center operations management, customer relationship management (CRM) and the technologies that support customer interaction management.

Matt McConnell, CEO of Knowlagent, is chairman, president and CEO of Knowlagent. He co-founded the company in 1995 with a vision of helping clients improve customer service by improving the performance of their agents. Matt is the author of the book Customer Service at a Crossroads and holds eleven software patents