Featuring Research from Frost & Sullivan
On Demand - Available Now
Contact centers must strive to provide superb customer service – it is recognized as a key differentiator that promotes customer loyalty. Supported by effective business processes, well-trained agents can influence customer behavior and promote customer advocacy. Insights yielded by comprehensive performance and customer interaction analytics solutions can help enterprises strengthen and expand their competitive position. In this webcast you will learn how these solutions can continuously and in real time enhance agent performance, accelerate response to customer problems, and tap into opportunities to generate new business from your existing customer base.
Register to view this complimentary Webcast to learn about the many benefits of performance analytics and how you can:
• Make better decisions with real time information
• Motivate and empower employees to improve by provide then with real time performance metrics and targeted coaching
• Achieve consolidated reporting from multiple systems and locations
• Identify the root cause of problems by drilling down through dashboards and reports
• Ensure the alignment of operational objectives with corporate goals
• Gain attractive ROI and quantifiable benefits
Bonus Whitepaper:
Register for this Webcast and receive your complimentary copy of the Frost & Sullivan whitepaper:
How Performance Analytics is Enabling Contact Centers to Achieve their Goals.
About the Presenters:
Keith Dawson has been an authority on call centers and the management of customer care technology since 1990. He is a senior analyst in Frost & Sullivan’s contact center practice. As editor of Call Center Magazine, he covered a wide array of tools, including switching and ACDs, outbound dialers, CTI, CRM and speech recognition. He has blended with that a deep knowledge of the operational techniques and business practices inside contact centers. Keith has written thousands of articles as well as several definitive books, including the now-classic Call Center Handbook. His particular interest in recent years has been the customer experience: how it is measured and whether companies are using the contact center as well as they can to manage that experience to their advantage.
Patrick Botz is Global 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 CRM Magazine, Customer Inter@ction Solutions, Connections Magazine, Call Center Magazine, and ContactProfessional.