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Doing More with Less? 3 Tips to Gain Budget and Mindshare for Your Contact Center


Presented By: OpenText

Presented by Ken Landoline, Principal Analyst, Customer Engagement, Ovum; and Roger Lee, Principal Evangelist, OpenText Customer Experience Management


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About the Webcast

We are under constant pressure to do more with less. We must deliver better service, hit higher sales targets, score higher customer satisfaction responses – all with tightening personnel resources and budget dollars. But, we also know how critical the information generated in the contact center can be.

Demonstrating this value across departments and up to executive leadership can ensure greater investment and organizational mindshare.

Drawing upon their decades of contact center experience, Ken and Roger will share 3 proven methods to bring prominence to your contact center:

  • Learning what KPIs matter most – how to identify, provide and relay metrics that matter
  • Setting up your dashboard – quickly identify information to make real time decisions and predict behavior
  • Becoming an indispensable resource – understand and coordinate contact center goals with others in your organization

About the Presenters

Ken Landoline, Principal Analyst, Customer Engagement, Ovum

Ken analyzes and tracks contact center hardware/software technologies and associated applications for both premises-based and cloud-based solutions. Areas of coverage include IVR, customer self-service, WFM, WFO, data analytics, gamification and contact center business process outsourcing. Prior to joining Ovum, Ken founded B2C Analytics where he advised businesses in optimizing their business-to-consumer (B2C) interface in order to improve revenues, raise customer satisfaction and increase retention levels. Previously, Ken held the position of Principal Analyst within the Business Technology and Software group at Current Analysis. Prior to his time at Current Analysis, Ken was a principal analyst at Yankee Group.

Roger Lee, Principal Evangelist, OpenText Customer Experience Management (CEM)

Roger influences the overall strategic direction and product management for the OpenText™ Qfiniti integrated workforce optimization solution. In this capacity, he collaborates closely with customers, industry analysts, research and development, sales, and the senior management team to plan and implement the product roadmap. Roger has more than 20 years combined experience in finance, call center operations, information management systems, restaurant operations, payroll services and quality.