Presented By: Carmen Logue, Product Manager, Cisco Customer Collaboration Business Unit; and Dan Mathews, Business Development Manager, Cisco Unified Communication Sales, North America  

 On Demand Date:  November 2011   

Contact centers rely on access to information about what is happening now and the ability to review what has happened. Contact Center reports and data provide the evidence of the effectiveness of a contact center. A comprehensive view into real-time and historical information can help you maintain service level agreements, identify trends, aid with staffing decisions, call out a group or an individual for a job well done, or perhaps identify where improvements are needed. Most importantly, the ability to access and present real-time and historical data is critical to aligning with your company’s business goals.

 But how do you decide what to measure? What are other companies measuring? What are the attributes of the next-generation reporting and analytics environment?
 What are some key metrics as new channels and experiences emerge?
 How are reporting requirements changing as mobility and social software is changing the way people work?  

In this session you will learn:  

• How to evaluate your enterprise to decide what you want to measure to best align with your business objectives
• What other contact centers are measuring today, and what they are looking to do next
• How some customers have re-evaluated and implemented changes to better align with their corporate environment

Please join us to discover how to get the most out of contact center reporting by understanding what’s important to evaluate and how it can impact your bottom line.

ABOUT THE PRESENTERS:

 Carmen Logue is the Product Manager for Cisco’s contact center reporting products. As part of the Contact Center Enterprise Product Management team, Carmen is responsible for Cisco’s contact center reporting and analytics strategy and direction. Ms. Logue has held roles in product management, sales and development of contact center and networking solutions at Brix Networks, Unveil technologies and Teloquent Communications.

Carmen has a B.S. in Computer Science from Purdue University and an M.S. in Science and Technology Studies from Virginia Tech. 

Dan Mathews is a Business Development Manager within Cisco’s Business Transformation Architecture Group (BTAG). This team is dedicated to the advancement of Collaboration and Unified Communication solutions as a prime way to further the success of Cisco’s franchise customers. As a member of this team, Dan is responsible for engaging with clients to identify, develop, and implement transformational business solutions that incorporate collaboration technologies from Cisco’s Unified Communications and Contact Center portfolios. Prior to joining Cisco, Dan held roles at Avaya as a Business and Technology consultant specializing in emerging technologies and Centerpoint Solutions (NICE Systems) architecting and developing software products for Lucent Technologies as an independent software vendor. Dan received a Bachelor of Science degree in Computer Science from Loyola University. He also holds technical certifications as a Microsoft Certified Solution Developer and a Sun Certified Java Architect.