Presented By: Chris Crosby, Manager, Business Development, Phil Heyneker, Manager, Solutions Marketing, Cisco
On Demand: Live Date: August 2010

  
Some contact centers have begun to incorporate e-mail, directories, knowledge bases, and instant messaging to help share information. And many others will look to add these capabilities in the near future. But will these advances result in higher satisfaction or greater efficiency from the contact center? 

Collaboration software can help deliver access to the information contact center agents need—wherever it resides, internally or externally, no matter what the source or database is.  By using collaboration software, agents and experts can use presence and communications preferences to connect better and serve customers more efficiently.  These technologies will lead to improved customer service within your organization.

In this session you will see how enterprises can use collaboration software for greater productivity and innovation, and you will discover how collaboration software blends real-time and off-line communications to positively impact how companies not only handle day to day business, but how they handle customer service. We look at how collaboration software can impact the evolution of your contact center to help customer service representatives work more effectively and efficiently – while improving customer satisfaction and loyalty.

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