Presented By: Tim Montgomery, CEO, Cooney Solutions Group; Jeff Woodland, Senior, Product Marketing Manager, Genesys
On Demand Live Date: November 2010

A recent survey found that fewer than 5% of organizations fall into the category of providing “world-class” service, and far too many are substandard. The internet has made every company’s service abilities transparent, and customers know they are in more control than ever before. The contact center is on the front-line of the customer service battle, and moving the organization’s mindset to focusing on “world-class” is becoming a requirement for survival. By incorporating examples from companies that have made the leap, this informative session will relay the best ways to get all levels focused on what really matters. You will learn how to elevate the perception of the contact center, and reinforce the concept that every contact provides an opportunity to deliver better ROI. Join Tim Montgomery as he shares what he has experienced in working with many of the world’s most celebrated service organizations.

Highlights from the session include:
• Getting everyone on the same performance management page to focus more energy on execution and improvement
• Moving beyond the limits of ACD reports to drive meaningful contact center metrics through the entire organization
• Providing real-time insight that connects front-line results to all levels of the contact center.
• Exploring new ways to utilize multi-channel results to improve business decisions.
• Understanding and Implementing the Five most effective programs that provide an immediate impact on the economics of any call center

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