Presented By: Robin Schaffer, Global Product Marketing, NICE Systems
On Demand: Live Date 2007
Achieving and maintaining a high level of performance is no longer an option in today’s ultra-competitive, information-driven business world. The contact center organization is uniquely poised to play a key role in helping the enterprise succeed in this new environment. To accomplish this, the contact center must transform itself into a high performance operation. One that exhibits exceptional levels of internal performance, while providing vital insights to guide decisions and actions at all levels of the business.
The High Performance Contact Center Webinar series presents a new way of integrating technologies and processes to manage and direct performance both within the contact center and without.
In this first session, we examine the issues surrounding organizational performance in today’s complex business environment. Looking at performance at three levels – employee, operational and enterprise – we learn how they interrelate and the keys to successfully managing performance at each level and overall.
About the Presenter: Robin Schaffer is on the Global Product Marketing team at NICE Systems, focusing on ensuring that contact center customers gain the utmost value from their technology investments. For almost twenty years she has been involved in applying new innovations to real and practical business challenges. In addition to working specifically with contact centers, she was instrumental in AT&T's introduction of internet applications to mid- and large-size enterprises in the mid 90's.