Presented By: Ross Daniels, Senior Manager, Customer Contact Solutions, Cisco
Live April 2007
Today's mid-sized contact centers are demanding the features typically found in much larger customer care environments. In order to provide quality customer service and create exceptional customer loyalty, mid-sized contact centers need to take a customer-centric approach to handling contacts--whether traditional voice, text chat, or email. To create a customer-centric environment, contact centers must provide tools to supervisors and agents to develop a complete view of the customer. This includes workforce optimization features, including quality monitoring, workforce management, and scheduling.
In this session, you'll hear about:
* key trends for the mid-market contact center
* how contact centers are handling multi-channel customer contacts
* how supervisors and agents use tools to create a customer-centric environment
About the Presenter
Ross Daniels is the Senior Manager of Contact Center Solutions Marketing. In this capacity, he is responsible for product positioning, solution messaging, and go-to-market activities for Cisco Unified Contact Center solutions. In his seven years in contact center roles at Cisco, he also has been a CTI Product Manager, a Product Marketing Manager, and most recently the Manager of Product Management for Cisco’s enterprise and hosted contact center solutions.
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