Presented By: Donna Fluss, President, DMG Consulting; and Ralph Barletta, President, KnoahSoft
On Demand- Live Date: March 2010
In an era where contact centers are often undermanned and under funded, managers need to get the job done with less resources despite ever increasing demands on their time. In this webcast, we discuss the contact center best practices that are helping managers save money and time. You will hear practical and actionable recommendations for addressing many of these “hot topics.'
-Contact Center Analytics-The value of speech analytics, desktop analytics and customer feedback to lower the time spent doing QA while increasing its effectiveness
-Multi-Channel Contact Centers – Efficient deployment of voice, chat, email and self service channels can significantly lower overall contact rates and costs while increasing customer satisfaction and loyalty.
-Proactive Customer Care Initiatives – Low cost, automated outbound IVR, email and SMS can be used to head off customer issues before they become a problem. Proactive customer service changes the cost dynamics while greatly improving service.
-Integrated Tools For Quality Management – There is a growing need for integrated, efficient and cost-effective quality management tools that support the needs of contact center managers and supervisors as they work to consistently provide an outstanding customer experience.
About the Presenters:
Donna Fluss is the President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry Reports, including the Contact Center Performance Management Market Report, the Speech Analytics Market Report and the Quality Management/Liability Recording Product and Market Report.
Ralph Barletta, President, KnoahSoft has more than 20 years of experience in the knowledge management and eCRM industries, helping Fortune 1000 companies successfully deploy these key technologies in their large call centers. Mr. Barletta previously served as Product Evangelist for eGain's Knowledge Products, responsible for product architecture in addition to sales, marketing and consulting.
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