Presented By: Cisco and BenchmarkPortal
On Demand Date: February 2012
Benchmarking your contact center’s performance against your peers is an industry best practice and an important part of an overall improvement plan. You’re able to identify your strengths and weaknesses, and then take targeted actions to make your contact center more efficient, productive and competitive.
Cisco has recently partnered with BenchmarkPortal and The Center for Customer Driven Quality to conduct a benchmarking study to understand the correlation between technical maturity and the actual performance of call centers, as measured through key objective metrics. This webcast will demonstrate how your contact center stacks up against your industry peers, and you will leave with key takeaways and new insights.
To complement this benchmarking project, Cisco has developed a Contact Center Maturity Model and a patent-pending complementary tool that demonstrates how contact centers derive business value as their contact center maturity improves. During this webcast, we demonstrate this tool to clearly articulate the quantified business benefits of advancing your contact center capabilities with enterprise routing, queuing, chat, email, outbound, and social media capabilities—all key aspects of a Customer Collaboration solution. This webcast promises to be an insightful and valuable use of your time.
Leon Grekin, Director, Customer Business Transformation, Voice Technology Group - Cisco Systems, Inc.
Leon is the global lead for the Financial Services Vertical for CBT. He has served the world’s top Financial Services institutions to identify, quantify and accelerate the capture of business value of Unified Communications and Collaboration through Business Transformation, Revenue Growth, Productivity and Cost reduction.
Leon joined Cisco in 2006 after 7 years in Management Consulting at McKinsey & Company’s Business Technology Office, helping Financial Services. Prior to McKinsey, Leon held management positions at Procter & Gamble. He has a M.Sc. in the Management of Technology from the Sloan School of Business at MIT and a Mechanical Engineering degree from the University of São Paulo, Brazil.
Bruce L. Belfiore, Senior Research Executive at the Center for Customer-Driven Quality
Bruce hosts the bi-weekly on-line radio show "CallTalk", which discusses leading edge customer contact issues. He is also Dean of the College of Call Center Excellence, which provides certificated courses to call center professionals.
He is the author of Benchmarking for Profits! with Dr. Jon Anton, as well as its sequel, Benchmarking At Its Best for Contact Centers, and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes.
Bruce holds A.B., MBA and JD degrees from Harvard University. He is the holder of a registered patent for a symbolic language system known as Simbly™, with important call center applications.
Ross Daniels, Director, Solutions Marketing, Cisco
Ross is responsible for product positioning, solution messaging, and go-to-market activities for Cisco’s Customer Collaboration portfolio, including social media customer care, video-enabled contact centers, web 2.0 agent and supervisor applications, multimedia capture and recording, and advanced contact routing and queuing solutions.
A regular speaker at industry events, Cisco events, and customer briefings, Ross has extensive speaking experience. He has a Bachelor of Arts degree in English from Harvard University and a Masters in Business Administration from Babson College.