Practical Advice Presented by Renowned Industry Analyst Ted Lubowsky from DMG Consulting and Global Director of Marketing from VPI, Patrick Botz
On Demand Webcast -Available July 10th
How to Select and Get the Most from the Technologies You Really Need
Ready to start implementing proven technologies and processes that will rapidly improve the effectiveness of your call center operations and front line employees? Like many of today’s most successful organizations, you can achieve your goals by effectively leveraging the latest powerful workforce optimization solutions. Attend this informative Webcast and learn how to:
• Plan strategies and tactics to successfully navigate changing economic climate
• Maximize the value of your new and existing call center recording, quality monitoring, eLearning, performance management, workforce management and speech analytics technologies.
• Dramatically decrease the costs of your quality assurance program while improving its effectiveness.
• Enable and empower your agents to be more productive - deliver consistent service across customer touch points, up-sell, cross-sell and save at-risk customers, while also gaining new ones.
• Reduce agent attrition, develop competency, and encourage positive attitudes – in addition to cost savings, you will be rewarded with improved customer satisfaction.
• Gain valuable real-time business intelligence and discover how to effectively share it throughout your entire organization.
• Strike an ideal balance of service quality, efficiency and effectiveness, revenue generation, cost cutting and profitability.
• Ensure compliance with the latest laws and regulations and avoid costly liability disputes.
About the Presenters:
Ted Lubowsky is Managing Director at DMG Consulting, the contact center industry’s leader in market research and consulting services.bTed is a twenty-five year veteran in the contact center industry. He is well known and greatly respected in the contact center industry and by customers for delivering solutions that truly address their needs and provide significant and quantifiable results. Ted has an outstanding track record of successfully helping customers apply technology, professional services and best practices to address their business challenges. Mr. Lubowsky has been a pioneer in the Workforce Optimization (WFO) and Speech Analytics industries, most recently as Executive Vice President of Utopy, a speech analytics solutions supplier. Previously, he served as Senior Vice President at Envision, a QM and workforce optimization solutions provider. Earlier, Ted was Vice President and General Manager at Comverse Infosys (later Verint Systems: VRNT.PK). He pioneered significant developments in the QM/Recording industry with the integration of workforce optimization and analytics, as well as introducing concepts such as customer experience management and customer intelligence.
Patrick Botz is Director of Marketing at VPI Voice Print International. Leveraging 8 years of field experience as a CRM practitioner and, he focuses on the mission-critical aspects of capturing customer intelligence and proactively optimizing workforce performance. Patrick holds an MBA from Pepperdine University and a BSE in Engineering from Arizona State University. His work has been published in several contact center industry periodicals including Call Center Magazine, CRM Magazine, Customer Inter@ction Solutions, Connections Magazine and ContactProfessional.