Presented By: Donna Fluss, founder and president of DMG Consulting and David Van Everen, VP of Online Marketing, Five9
On Demand Date: July 2012
It’s a great time to select a new contact center solution and ensure that you have the right ACD, dialer and applications (recording, QA, WFM) to support your business objectives, now and in the future. End users have more choices and delivery options (premise-based, cloud-based, managed service) than ever before. However, since you’re going to live with this decision for many years, it’s a good idea to set up a formal selection framework and model to do it right. This webinar gives you the best practices for selecting a new contact center solution, and walks you through the steps of building a selection model and commercializing your selection. The webinar takeaways include:
1.Best practices and roadmap for selecting a new contact center solution
2.How to build a selection model that addresses your processes and goals, and how to thoroughly assess various alternatives
3.What components to analyze in order to identify the potential impact and contributions of each solution to the customer experience
4.How to commercialize the selection and negotiate the deal
About the Presenters:
Donna Fluss, DMG Consulting
Donna Fluss, founder and president of DMG Consulting LLC, is highly regarded as an expert on contact center, analytics and the back office. With 28 years of experience helping organizations build contact centers, and assisting vendors to deliver competitive solutions, Fluss is a renowned speaker, author and source for numerous industry and business publications.
David Van Everen, VP of Online Marketing
With more than 10 years of experience delivering market-leading call center solutions, David Van Everen leads all product management initiatives at Five9. Prior to joining Five9, Van Everen was a Director of Product Management at Genesys Telecommunications, where he led multiple product management and development teams spanning workforce optimization, call routing, multimedia and web interactions, CRM and ERP integrations, enterprise workflow, unified communications, and vertical solutions. With extensive call center expertise, Van Everen has written several articles on call center topics that are still in publication today, and has co-authored a patent. He holds a B.F.A. in Painting from California College of the Arts in the San Francisco Bay Area.
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